Onboarding Specialist

Taxrise - Irvine, CA

Full-time - Entry Level

Irvine, CA

Professional, Scientific, and Technical Services

About the position

The Onboarding Specialist at Taxrise will play a crucial role in ensuring a seamless onboarding experience for new clients. This position involves being the first point of contact for clients who have recently signed up for tax preparation services. The Onboarding Specialist will conduct welcome calls, set expectations, and guide clients through the registration process for the client portal. The ideal candidate will be responsible for providing a best-in-class experience with every interaction, ensuring that clients feel supported and informed throughout their onboarding journey. In this role, the Onboarding Specialist will follow up with clients who have not completed the virtual onboarding process, making necessary calls to confirm their successful login to the client portal. They will also intake essential tax filing information required for preparing taxes for unfiled years. Collaboration with Tax Preparation Administrators is key, as the Onboarding Specialist will ensure that all necessary tax filing information is collected before cases are handed over to case managers. Additionally, the specialist will identify opportunities for improving the onboarding process and suggest solutions to management to enhance efficiency and effectiveness. The Onboarding Specialist will be responsible for maintaining communication templates for contacting clients regarding their tax filing information and will provide support to clients navigating the client portal. Updating the CRM with accurate notes and changing case statuses according to company protocols will also be part of the job. This position requires a self-motivated individual who can work independently and as part of a team, maintaining energy and enthusiasm while managing daily tasks.

Responsibilities

• Conduct welcome calls to new clients and set expectations for the onboarding process.
• Follow up with clients who have not completed the virtual onboarding process.
• Call clients to ensure they have successfully logged into their client portal and understand the resolution client journey.
• Intake tax filing information required for preparing taxes for unfiled years.
• Coordinate with Tax Preparation Administrators to ensure all required tax filing information has been collected before moving cases to case managers.
• Identify opportunities to improve the onboarding process and suggest solutions to management.
• Collaborate with the team to develop and maintain communication templates for contacting clients regarding tax filing information.
• Correspond with clients requiring additional clarification of tax filing information as necessary.
• Update CRM with proper notes and change case status according to company protocol and procedures.
• Provide clients support in registering and navigating through the client portal.

Requirements

• High school diploma or equivalent.
• Minimum two years' experience in an administrative support, customer service, or client-facing role.
• Excellent written and verbal communication skills.
• Experience delivering best-in-class customer service.
• Ability to work independently and as part of a team.
• Self-motivated and able to take initiative.
• Comfortable in a client-facing role.
• Ability to maintain energy, enthusiasm, and commitment while completing daily tasks.
• Ability to interact effectively and professionally with employees at all levels in the organization.
• Proficient in Microsoft Office Suites, Excel, Google Gmail, Calendly, and internal communication software.

Benefits

• Medical, Dental, Vision and other auxiliary benefits after 60 days
• 401(k) retirement
• Professional Development Program
• Catered meals every Friday
• Quarterly company outings
• Fun, energetic and inclusive culture
• On-site gym
• Access to game room