Resolution Account Manager

TaxRise•Irvine, CA

9d•Onsite

About The Position

The Case Manager III works directly alongside our Enrolled Agents to help move complex and time-sensitive tax resolution cases toward successful outcomes. While our Enrolled Agents focus on developing resolution strategies and negotiating with the IRS and state taxing authorities, the Resolution Account Manager provides critical case support by communicating with clients, obtaining urgent or additional documentation, coordinating next steps, and ensuring the Enrolled Agents have everything needed to effectively advocate for the client. This role will frequently support cases requiring additional attention or urgency, including matters involving Revenue Officers and Offer in Compromise (OIC) Examiners. You’ll assist with these cases by communicating with the appropriate IRS contacts, tracking requests and deadlines, coordinating required documentation, and keeping the Enrolled Agent informed of important case developments. You’ll serve as an important connection between the client, the Enrolled Agent, and taxing authorities, helping translate case needs into clear action items and keeping cases moving when timing matters most.

Requirements

Previous experience in document coordination, loan processing, or a similar administrative role (tax-related experience is a plus).
Strong ability to manage multiple cases, deadlines, and competing priorities in a fast-paced environment.
Proven experience handling urgent and sensitive client situations while maintaining professionalism and composure.
Excellent verbal and written communication skills with the ability to explain complex requests in an understandable way.
Strong attention to detail and ability to identify missing or incomplete documentation.
Proficiency in using CRM systems or document management tools; familiarity with tax software is a bonus.
Strong follow-up skills and the ability to take ownership of assigned tasks through completion.
Ability to collaborate closely with Enrolled Agents and follow case-specific directions.
Ability to work independently in a fast-paced environment while meeting deadlines.

Nice To Haves

Knowledge of IRS and state tax documentation is a plus; additional training will be provided.

Responsibilities

Partner directly with assigned Enrolled Agents to support active tax resolution cases.
Review case needs and prioritize client outreach based on deadlines, urgency, and direction from the Enrolled Agent.
Assist with managing priority and time-sensitive cases, including matters involving Revenue Officers and Offer in Compromise (OIC) Examiners.
Communicate directly with Revenue Officers and OIC Examiners, as appropriate, to provide requested documentation, obtain case updates, clarify outstanding requirements, and coordinate next steps on behalf of the Enrolled Agent.
Track IRS requests, deadlines, and follow-up items to ensure required documentation and information are submitted timely and cases continue moving forward.
Relay important updates, requests, and deadlines from Revenue Officers and OIC Examiners to the assigned Enrolled Agent and coordinate any necessary client follow-up.
Maintain clear documentation of IRS communications and escalate case developments requiring the Enrolled Agent’s review, strategy, or negotiation.
Serve as a consistent point of contact for assigned case-related action items.
Contact clients by phone, email, or approved communication channels to obtain additional financial and tax documentation requested by the Enrolled Agent, IRS, or state taxing authority.
Clearly explain what is needed, why it is needed, and applicable deadlines.
Review incoming documentation and promptly follow up on missing or incomplete information.
Maintain detailed and accurate CRM notes documenting client conversations, outstanding items, Enrolled Agent requests, deadlines, and case progress.
Monitor assigned tasks and follow-ups to ensure urgent requests are completed within required deadlines.