Tax Notice Resolution Specialist – Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main technical support for Supervisors and assist with daily operations, team priorities, workload management, and performance oversight.

• Assist specialists in navigating complex notices from federal, state, and local agencies and provide support for escalated customer issues.

• Allocate cases, balance workloads, oversee service-level deadlines, and review aged, reopened, reassigned, or escalated cases.

• Maintain an active caseload, personally handling complex, high-risk, high-profile, and escalated agency notice cases.

• Analyze agency notices and account activity to identify issues, responsible parties, financial exposure, and possible resolutions.

• Conduct research on payroll tax filings, payments, registrations, account numbers, tax rates, employee and employer data, correspondence history, and agency records.

• Coordinate responses and follow-up with tax agencies, customers, internal partners, and third-party providers.

• Assist with filing corrections, payment inquiries, penalty and interest reviews, abatement requests, account reconciliations, registration updates, and referrals.

• Evaluate case documentation, response accuracy, follow-up schedules, customer communication, and closure evidence for quality assurance.

• Mentor specialists on first-contact resolution and prevention of recurring notices.

• Identify persistent issues, process deficiencies, and training requirements; report findings and contribute to process enhancements, knowledge articles, job aids, and improvement requests.

• Provide timely and accurate updates to both internal and external customers.

• Fulfill quality, productivity, service-level, and compliance expectations.

⛳️ Requirements

• Associate's degree or a suitable combination of education and relevant experience.

• A minimum of 2 years of experience in payroll tax, including the research or resolution of notices from federal, state, or local tax agencies.

• Proficient understanding of payroll and payroll tax functions, including tax filings, payments, registrations, account reconciliations, and amendment processes.

• Experience in communicating with tax agencies and interpreting agency correspondence, account records, and resolution requirements.

• Strong knowledge of federal, state, and local payroll tax regulations.

• Ability to interpret agency notices, account transcripts, filing and payment records, payroll data, and supporting documentation.

• Familiarity with case management, quality assurance, documentation, escalation, and service-level best practices.

• Proficient in Microsoft Office Suite.

• Advanced Excel skills are preferred.

• Experience with case management, payroll, tax, and reporting systems is preferred.

• Experience with payroll tax outsourcing or third-party service providers is preferred.

• Familiarity with ERP or payroll platforms such as Workday, PeopleSoft, or similar systems is preferred.

• Demonstrated experience in providing peer guidance, training, quality support, or informal leadership is preferred.

• Exceptional verbal and written communication skills.

• Strong analytical, investigative, problem-solving, organizational, and time-management skills.

• Ability to handle competing priorities, deadlines, escalations, projects, and follow-up commitments.

• Capability to maintain confidentiality when dealing with sensitive customer, employee, and tax information.

🏝️ Benefits

• Values-driven culture.

• Opportunities for upward mobility.

• Professional development opportunities.

• Chances to learn and share ideas.

• Creative collaboration.

• Recognition and rewards for innovative thinking and hard work.