Operating Risk Amended Return Representative

• Research amended payroll tax matters and prepare corrected federal, state, and local filings with a high degree of accuracy and timeliness
• Communicate with clients and internal stakeholders about balances due, refund situations, filing status, and any fees connected to amended return preparation
• Investigate penalty notices and provide clear, well-supported responses to customers and field teams regarding tax adjustments and related issues
• Evaluate each case to determine appropriate next steps, escalating sensitive billing exceptions or complex concerns to management when needed
• Calculate and apply standardized billing charges tied to amended return work while supporting revenue objectives established by leadership
• Identify underlying causes of recurring issues and share findings to support trend analysis, workflow improvements, and stronger operational efficiency
• Build productive relationships with clients, tax agencies, and colleagues to maintain a high-quality service experience and support successful issue resolution
• Stay current on payroll products, regulatory updates, policy revisions, and industry developments that affect amended tax return processing
• Review documentation, systems, and team procedures regularly, recommending enhancements and helping train colleagues to improve accuracy and productivity.

• Experience in customer service, payroll, or a closely related environment preferred
• Strong verbal and written communication skills with the ability to explain billing, payment, and filing matters clearly
• Demonstrated ability to research issues, assess facts, and make sound decisions in a deadline-driven setting
• Proficiency with Microsoft Office applications, including Word and Excel
• familiarity with Access is preferred
• Strong documentation skills and close attention to detail when reviewing records, revisions, and client-facing information.

familiarity with Access is preferred

• medical, vision, dental, and life and disability insurance
• 401(k) plan