Client Relations Case Advocate

Tax Relief Advocates•Irvine, CA

12d•Onsite

About The Position

We are looking for a Client Relations Case Advocate who thrives under pressure, communicates effectively, and genuinely cares about achieving successful client outcomes. This role serves as the dedicated point of contact for clients who have experienced challenges but remain with the company. The primary objective is to regain client trust, maintain consistent communication, and guide their cases to a successful resolution with a high level of service. The Case Advocate will own the client relationship and the outcome of their case.

Requirements

High School Diploma or equivalent.
Minimum 6 months of experience in tax resolution or case management.
Experience in a high-volume, deadline-driven environment.
Comfortable with Google Sheets and basic office software.
Strong de-escalation and conflict resolution skills.
Exceptional phone presence with clear speaking, great listening, and the ability to explain things simply and kindly.
Ability to build rapport quickly, remain calm under pressure, and show empathy.
High emotional intelligence and self-awareness.
Positive, client-first attitude with a drive to get results.
Solid computer skills (Google Suite, CRM platforms, Microsoft Office).
Strong organization, attention to detail, and basic math skills.
Ability to multitask effectively while maintaining accuracy and confidentiality.

Nice To Haves

Some college in business, communications, or related fields.

Responsibilities

Serve as the main point of contact for a pipeline of retained clients.
Monitor cases across departments to identify and address potential delays before they become significant problems.
De-escalate tense situations with calmness and empathy, guiding cases towards a successful conclusion.
Collaborate with Tax Preparers, Tax Professionals, and Processing teams to ensure case progression.
Maintain detailed case notes and comprehensive documentation.
Identify risks for re-escalation and implement immediate corrective actions.