Overview
If you are a highly motivated individual with strong business and individual tax preparation experience, extensive knowledge of tax laws and audit notice resolution this role may be for you! Leveraging the Intuit Value “Customer Obsession,” we need you to help support Intuit TurboTax Accurate Guarantees.
You will advance our goal of “Powering Prosperity Around the World” by providing expert guidance and explanations of tax and technical terms to our customers.
You will also play a key role in our effort to enhance our brand by delighting our customers and empowering them to prepare their taxes.
What you'll bring
Strong individual tax preparation experience and extensive knowledge of tax laws (6 years in tax, 2 years at Intuit) for clients/customers for compensation, using commercial tax preparation software.
Strong business tax preparation experience and extensive knowledge of tax laws (3+ years in business tax) with federal and state business tax returns (1065, 1120 and/or 1120-S) for clients/customers for compensation, using commercial tax preparation software.
Extensive audit experience (3+ years) with IRS and state tax audit or notice resolution.
Strong writing skills, ability to interpret technical tax information, and translate the information into easily understandable consumer friendly language.
Critical thinking, problem solving, research skills and determination.
Must possess an active credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or practicing attorney (JD) and be able to obtain any related State licenses, certificates, permits or bonds.
Working knowledge of Circular 230
Collaborates well with cross-functional teams, while also having an intense sense of ownership and accountability for the work.
Able to think analytically and identify gaps in existing content and communicate actionable recommendations and suggestions for improvement.
Ability to follow a playbook and best practices for written content, instructional design, etc.
Proficient with technology; solid knowledge of computer operations and software
Ability to work in a fast-paced environment with minimal supervision.
Able to effectively prioritize individual and team work to ensure delivery of the highest customer value and communicate status to teams.
How you will lead
Perform deep dives on accurate guarantee claims by reviewing completed tax returns prepared by customers and TurboTax Experts, federal and state audit/tax notices, communications between TurboTax Experts and customers, and customer’s documentation.
Research tax law to support TurboTax calculation, customer entries and/or taxing authority notices errors.
Summarize the claim finding such that they stand on their own without an additional information and should highlight the important findings.
Prepare written communication to customers outlining the reason we have approved or denied the claim and steps to resolve the notice/issue.
Provide high level of service to the customer by continuing to answer their questions and addressing their concerns.
Escalate claims to management at customer’s request and document the reasons for escalation.
Communicate your conclusion with leadership at a high-level
Work with cross-functional teams in software development and tax services to enhance the customer’s experience.
Analyze confirmed Tax Accuracy issues and prepare documentation such as tax research and amend instructions for internal and external customers.
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