Member Enrollment Specialist

Optima Tax Relief•Santa Ana, CA

2d•$18 - $30•Onsite

About The Position

The Member Enrollment Specialist works in Optima Tax Relief, LLC’s Santa Ana, California office and reports to the Senior Director, Specialty Products. Based in a high-energy call center, the specialist is an initial point of contact for prospective members seeking help with tax situations. The role connects with prospects, identifies and qualifies suitable opportunities, and partners with Tax Associates and Protection Specialists to support a seamless, positive member experience. It is fast-paced and results-driven, with individual contributions affecting both member outcomes and earnings. The position also champions Optima’s culture and Core Values. The specialist makes high-volume outbound calls, assesses prospects’ needs, documents interactions in CRM tools, and transfers qualified prospects to appropriate experts. The role monitors call and conversion metrics, works with the team toward targets, and follows protocols to safeguard personally identifiable information. Essential initial training must be completed onsite for up to five business days; additional onsite training may be required based on business needs.

Requirements

High school diploma or equivalent education.
Strong communication skills and ability to build trust over the phone with empathy and confidence.
Ability to thrive in a high-volume environment, manage multiple calls, and stay organized and focused.
Strong work ethic, commitment to excellence, and determination to succeed.
Attention to detail and a high sense of accountability.
Comfort with CRM systems and Microsoft Office for managing leads and data.
Coachability and willingness to learn and adapt in a fast-paced setting.
Ability to work as a team player.
Strong listening skills and ability to understand prospective members’ needs and influence people.
Ability to be present onsite for essential initial training, unless prior management approval is provided.

Nice To Haves

One or more years of sales experience in a call center, outbound sales, telemarketing, or business-to-consumer (B2C) sales.

Responsibilities

Make 100 or more outbound calls daily to connect with potential members experiencing tax issues.
Use communication and probing questions to assess prospects’ needs and qualify leads.
Ask thoughtful questions, listen actively, and identify prospects who may benefit from Optima’s services.
Transfer qualified calls to Tax Associates and Protection Specialists while maintaining a smooth member experience.
Partner with Tax Associates to connect qualified members with appropriate resources and ensure a professional transition.
Use CRM tools to track leads and document interactions.
Build trust and rapport with prospective members over the phone.
Monitor call metrics and conversion rates and collaborate with the team to meet daily and weekly targets.
Follow company protocols for protecting client personally identifiable information (PII).
Champion Optima’s culture and Core Values and contribute to a positive member experience.
Complete essential initial training onsite for up to five business days; attend additional onsite training if required.
Perform other duties as assigned.