Job Description

Resolution Analyst

Location: Irvine, CA | On-site || Department: Customer Service || Employment Type: Full-time

About the Role

The Resolution Associate provides support to Case Advocates and clients to ensure cases are handled with empathy, professionalism, and care. This role focuses on client communication, document collection, case follow-up, and assisting with case progression in a fast-paced tax resolution environment.

What You’ll Do

• • Respond to and complete client callback requests in a timely and professional manner.
  • Contact clients proactively to assist with document collection and ensure required information is obtained to support case progression.
  • Conduct client welcome calls following completion of the tax preparation process, ensuring clients clearly understand the next steps in their case.
  • Review assigned cases to identify outstanding items, upcoming actions, or potential barriers to progression.
  • Maintain consistent and proactive communication with clients regarding case status and next steps.
  • Provide support to the Customer Service team by assisting with inbound queue calls during periods of increased call volume or as assigned.
  • Perform other related duties as assigned to support case progression and client satisfaction.

What You Bring

• 1+ years of strong customer service experience.
• Tech-savvy and comfortable using Google Suite, Microsoft Office, CRM systems, and other standard business tools.
• Minimum typing speed of40+ WPM.
• Experience working in a high-volume call center environment or in a high-call-volume position (both inbound and outbound calls required).

What We Offer

• Compensation for this role:$21 per hour
• Comprehensive health, Dental, and vision insurance

Why You’ll Love Working Here

• Impact - Every day, you’ll help real people escape financial stress and rebuild their lives.
• Growth - We’re a rapidly expanding company with plenty of room for career advancement.
• Supportive Culture - We value collaboration and continuous learning.
• High Client Satisfaction - With thousands of 5-star reviews, our clients consistently praise our expertise and results.

We’re looking for passionate, driven individuals who want to make a real difference while building a rewarding career in a purpose-driven organization.