Customer Service Representative

• Serve as the Primary Client Point of Contact
• Manage a high volume of inbound client calls with professionalism and confidence
• Strive for first-call resolution whenever possible while ensuring accuracy and compliance
• Deliver service that contributes to strong customer satisfaction outcomes
• Respond to client emails, text messages, and occasional live chats within service level expectations
• Provide clear guidance regarding required documentation and next steps
• Demonstrate empathy while maintaining structure and call control
• Drive Document Collection & Case Progress
• Proactively request tax-related and financial documentation
• Review submitted documents for completeness and internal compliance standards
• Identify missing information and follow up with urgency
• Ensure all materials are properly uploaded and organized in our CRM
• Maintain Accurate Case Records
• Document all interactions thoroughly in our CRM system
• Track open communication tickets and ensure timely resolution
• Collaborate cross-functionally with case managers and internal teams
• Escalate Appropriately
• Recognize when an issue requires additional support
• Partner with leadership or other departments to ensure proper resolution

• 3-5 years of experience in customer service, client support, call center
• Comfortable handling high call volume in a structured environment
• Focused on resolving client needs efficiently while maintaining service quality
• Strong written and verbal communication skills
• Experience working within a CRM or ticketing system
• Organized, detail-oriented, and process-driven
• Able to manage follow-ups and multiple open cases simultaneously

Experience in tax services, document processing, loan processing, or financial services is a plus but not required

• Medical, Dental, and Vision Insurance (starting after 60 days)
• Paid Time Off
• 401(k) retirement plan with company match
• Professional Development Program to support your growth
• Access to our on-site gym and gaming lounge
• Catered team lunches every Friday
• Fun and energizing quarterly company outings
• $500 sign-on bonus