Touting both an innovative approach to tax resolution and an exciting work environment, we are unlike any ordinary tax relief firm. Each of our departments exudes its own distinctive and engaging energy, seasoned with a healthy amount of hype.
We’re on a mission to evolve the way taxpayers resolve their tax issues. Here at TaxRise, we are rise by lifting others. Join a team who loves to celebrate, break-company-records, and most importantly, change lives. We’re the fastest-growing company in our industry and looking to expand our team, so we can truly dominate this space.
WHAT WE CAN OFFER:
- Medical, Dental, and Vision Insurance after 60 days
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Paid Time Off (Vacation, Sick, Holidays)- Wellness Days
- 401(k) retirement plan
- Professional Development Program
- Access to on-site gym and gaming lounge
- Quarterly company outings
- Catered meals every Friday
SUMMARY:
The Client Onboarding Lead will be responsible for overseeing the client onboarding process ensuring efficient and smooth operations within the onboarding team. The Onboarding Lead will lead a team of onboarding specialists, providing guidance, training, and support to ensure high-quality client experiences. The Client Onboarding Lead plays a crucial role in ensuring client satisfaction, building strong relationships, and maintaining compliance with company policies and procedures. The ideal candidate for this role will have experience leading teams, possess excellent communication time management skills, motivates others to perform their best and is someone who enjoys working in a fun, inclusive, and fast-paced environment.
JOB DUTIES AND RESPONSIBILITIES:
- Monitor and review team performance and KPI’s including but not limited to client satisfaction rate, daily talk time, call answer rate, number of inbound calls, number of outbound calls, average wait, and email response rate
- Provide support and continuous training to team to further develop their skills and improve our client satisfaction rate
- Ensure that each team member completes their daily tasks, appointments and urgent items prior to ending the workday
- Communicate procedure and protocol updates, conduct training as necessary, and follow-up with the team to ensure compliance
- Work closely with other department to ensure that client needs are met and that our company provides the highest level of customer service possible
- Identify training needs and provide training support and coaching to your team as needed.
- Collaborate with Learning and Development Manager to create, implement or update training for new hires as needed
- Update CRM with proper notes and change case status according to company protocol and procedures
- Ensure team of onboarding specialists are following-up with clients that have not completed their onboarding
- Ensure clients are being contacted as necessary to confirm they have successfully logged into their client portal, instructing clients how to complete tax organizer questionnaires and how to upload documents in the portal, and ensure clients understand their role throughout the resolution journey
- Provide clients experiencing technical issues logging into their client portal support including but not limited to password resets and forwarding login information
- Identify opportunities to improve the onboarding process and suggest solutions to management in order to increase efficiency and effectiveness.
- Collaborate with team to develop, use and maintain communication templates to contact clients regarding their tax filing information
- Correspond and document communication attempts with unresponsive clients
- Update CRM with proper notes and change case status according to company protocol and procedures
- Perform other essential job functions as required or assigned
QUALIFICATIONS AND SKILLS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Proven and successful track record leading a team of customer service representatives
- Experience leading a client-facing function in financial services, consumer lending, tax relief, or other closely related industry
- Ability to balance competing priorities in a fast-paced working environment
- Ability to make decisions based on client impact and business needs
- Ability to maintain energy, enthusiasm and motivate others to perform their best
- Ability to interact effectively and professionally with employees at all levels in the organization
- Excellent written and verbal communication skills
- Experience delivering best-in-class customer service
- Ability to maintain energy, enthusiasm and commitment while completing daily tasks and maintaining minimum talk-time
- Ability to interact effectively and professionally with employees at all levels in the organization
- Proficient with TalkDesk or other cloud-based automated phone software
- Proficient in Microsoft Office Suites, Excel, Google Gmail, Calendly and internal communication software
EDUCATION :
- High school diploma or equivalent
- Minimum three years’ experience in consumer lending, mortgage, tax relief, financial services or other closely related industry
- Minimum two years’ experience in a lead or supervisory role
The above is intended to describe the general content and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Tax Rise Inc is an equal employment opportunity employer and prohibits discrimination and retaliation in employment based on race, religious creed, color, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, uniform service member status, marital status, pregnancy, age, medical condition (cancer related or HIV/AIDS related), genetic characteristics, physical or mental disability, as well as any other category protected by federal, state, or local laws. In accordance with applicable federal and state laws protecting qualified individuals with known disabilities, Tax Rise Inc will attempt to reasonably accommodate those individuals unless doing so creates an undue hardship on the Company.
