Job details

Client Relations Associate

POSITION SUMMARY

The Client Relations Associate for Optima Tax Relief, LLC (Optima) is located in the Santa Ana, California office and reports to the Associate Director, Brand Protection. This role is relied upon to respond to escalated inquiries from our existing clients by following-up and providing status updates and resolving client concerns. This is a demanding position requiring quick response times and extreme professionalism. Our Client Relations team is vital in providing our clients with clear explanations to ensure progression with uncomplicated direction and understanding through the client lifecycle, working with other departments as necessary. This role must also champion Optimas culture and Core Values and help to deliver the best customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES
The essential functions include, but are not limited to the following:

Receive inbound calls and complete clients request or direct to appropriate person if needed.

Schedule payments for investigation and resolution invoices.

Manage inbound and outbound calls regarding payment schedule or method changes, declined payments, ACH returns, putting files on hold, or cancellations.

Process payments.

Communicate with Tax Associates regarding clients payment information, scheduled payment dates and amounts, signature issues, and payment changes.

Investigation files: Ensure that the Payment Authorization is signed and dated, confirm dates and totals match, verify payment information if needed.

Resolution files: Confirm installments, check initial payment percentage, if paid in full confirm the discount was applied, ensure addendum is initialed/signed and dated, confirm dates and totals match, verify payment information.

Handle hold files, cancellation files, ghost files, and retention files.

Other duties as assigned.

In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.

EDUCATION AND EXPERIENCE REQUIREMENTS

High school diploma or equivalent education required.

1 year customer service experience preferred.

KNOWLEDGE, SKILLS,& ABILITIES

A positive mindset and "get-it-done" attitude.

Excellent organizational, time-management, written, and communication skills.

History of successfully exceeding goals in a fast-paced environment.

Strong work ethic and commitment to excellence.

Meticulous attention to detail and high sense of accountability.

Proficient and comfortable with office equipment (Computer skills Microsoft Office, Outlook).

Strong ability to multi-task.

Team player.