Case Manager - RO

About the Role

As a Case Manager at Optima Tax Relief, LLC ("Optima") in Santa Ana, California or Chandler, Arizona, you will serve as the direct contact and guide for Optima clients during the Resolution Phase of their case. You will educate clients on possible courses of action based on their circumstances and work with various internal departments to resolve client concerns. The team is divided into the following groups:

• Automated Collection System (ACS): Responsible for getting the client out of or preventing collection activity.
• Specialty Teams:
  • Revenue Officers (RO): Handles cases assigned to IRS Revenue Officers due to the severity of tax issues.
  • Offer-in-Compromise (OIC): Investigates client eligibility for tax settlement under the IRS Offer-in-Compromise plan after initial resolution.
  • Audit: Represents clients for IRS open audits and audit reconsiderations.

You will champion Optima’s culture and Core Values while delivering the best customer experience. Mandatory onsite training for up to 5 business days (or longer if required) is essential for success in this role.

Responsibilities

• Serve as the main point of contact for clients during the Resolution Phase (ACS, RO, Audit, and OIC).
• Educate clients on key tax issues relevant to their circumstances.
• Review financial analyses prepared by tax professionals, including income, expenses, and assets.
• Assist in screening, verifying, and gathering required documentation for services.
• Collaborate internally to service clients effectively.
• Draft detailed summaries of client communications in Optima’s CRM.
• Maintain consistent workflow and a high level of customer service.
• Perform other tasks as assigned by your direct manager.
• Actively participate in Optima culture events and activities.

Requirements

• High school diploma or equivalent education.
• 2+ years of relevant experience.

Skills

• Excellent organizational, time-management, written, and communication skills.
• Self-starter with strong motivation and a proactive attitude.
• Strong listening skills with the ability to understand and influence people.
• Team player with a collaborative mindset.
• Proficient in Microsoft Office and Outlook.
• Strong work ethic and commitment to excellence.