Tax Associate

Overview

This is a highly motivated, virtual, customer-facing role supporting customers as they complete their taxes using tax preparation products from the organization. You will provide expert guidance, tax preparation assistance, and clear explanations of tax and technical terms. The position also focuses on delivering high-quality customer experiences through empathy, accuracy, and effective communication.

Responsibilities

• Serve customers through video communications software in a remote, customer-facing environment.
• Help customers who are working on their tax returns or who have delegated their tax returns with:
  • Tax advice
  • Full Service return preparation and signature
  • Product/software inquiries
  • Tax calculations
• Create high-quality customer interactions that build confidence using deep customer empathy and extensive tax preparation expertise.
• Use government websites, professional resources, and team expertise to find the correct answers and explain them in everyday language.
• Follow defined practices, procedures, and organization policies to troubleshoot and resolve customer tax advice and preparation inquiries.
• Document customer interactions.
• Work continuously toward meeting company KPI metrics and Big Bet Goals.
• Participate in pilot testing, projects, and experience validations as needed.
• Complete all required training and development as determined by the business, including compliance training and proficiency-based up-skilling. Training requirements are subject to change based on business needs.

Qualifications

• 2 or more years of recent experience preparing federal and state individual 1040 tax returns for at least 30 clients/customers per season for compensation, using commercial tax preparation software.
• Must possess or be able to obtain any related State licenses, certificates, permits, or bonds.
• Must possess an active Preparer Tax Identification Number (PTIN).
• Working knowledge of Circular 230.
• Must be willing and available to work a minimum of 20 hours per week.
• Proficient with technology, including solid knowledge of computer operations and software.
• Strong customer service skills, including the ability to interact with customers through video and audio tools in a professional, friendly, and confident manner.
• Excellent verbal and written communication skills.
• Strong critical thinking, problem solving, research skills, and determination.
• Ability to work in a fast-paced environment with minimal supervision.
• Must have (or be willing to obtain) a dedicated hardwired internet connection that meets the organization’s security criteria.
• Bilingual (English/Spanish) communication skills (written & spoken) a plus.
• Must reside in the United States.

Compensation & Benefits

• Competitive compensation package with pay for performance rewards.
• Expected base pay range (by location):
  • Bay Area California $22.30 - $28.49
  • Southern California $22.30 - $28.49
  • Colorado $21.24 - $27.14
  • Hawaii $22.30 - $28.49
  • Illinois $21.24 - $27.14
  • Maine $19.12 - $24.43
  • Maryland $21.24 - $27.14
  • Massachusetts $22.30 - $28.49
  • Minnesota $19.12 - $24.43
  • New Jersey $22.30 - $28.49
  • New York $22.30 - $28.49
  • Ohio $19.12 - $24.43
  • Vermont $21.24 - $27.14
  • Virginia $21.24 - $27.14
  • Washington $22.30 - $28.49
  • Washington DC $21.24 - $27.14
• Eligibility for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs.
• Pay offered is based on job-related knowledge, skills, experience, and work location.

Location

• Must reside in the United States.
• Base pay ranges listed for: Bay Area California, Southern California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and Washington DC.