Seasonal Virtual Intake Specialist

Campaign for Working Families•Philadelphia, PA

13d

About The Position

The Virtual Intake Specialist is the initial point of contact for clients accessing Campaign for Working Families’ virtual tax preparation services. The role coordinates client intake, confirms preliminary program eligibility, reviews submitted documents for completeness, assists with IRS intake and interview forms, obtains required consents, and follows up with clients to resolve missing or incomplete information. The Specialist maintains accurate client records, updates intake and return tracking systems, and routes completed cases to appropriately certified Tax Associates for preparation. The role supports timely follow-up, secure handling of taxpayer information, and efficient intake operations, escalating concerns to the Virtual Tax Site Coordinator. It does not include interpreting tax law, preparing returns, or conducting quality reviews unless the employee is separately trained, certified, and assigned to those functions. This is a temporary, seasonal position for the 2027 tax season, beginning in January. Work dates, weekly hours, assigned location, and continuation of employment depend on tax-season needs, funding, site schedules, performance, and client demand. Work may take place at CWF offices, tax sites, partner facilities, community locations, or in an approved virtual setting, with reassignment possible based on operational needs. Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout. The position requires regular, predictable attendance; use of computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment; prolonged sitting or standing; frequent interaction with the public; movement throughout the tax site; and the ability to lift or move materials weighing up to 10 pounds. Employment is contingent on required onboarding, training, background or screening requirements, and assignment-specific IRS certifications. The position has no formal supervisory responsibility, though the Specialist may assist newly assigned interns or volunteers with approved intake procedures when directed by the Virtual Tax Site Coordinator.

Requirements

High school diploma or equivalent.
Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Advanced, and all state, local, specialty, or quality-review certifications required by CWF.
Strong knowledge of Form 1040 preparation, refundable credits, filing status, dependency, income documents, deductions, banking information, and state or local return requirements within assigned scope.
Strong attention to detail, tax research ability, professional judgment, customer service, and written and verbal communication skills.
Proficiency with tax preparation software, computers, email, Microsoft Office, and electronic document tools.
Ability to protect taxpayer information and comply with identity, consent, recordkeeping, security, and privacy requirements.
Regular, predictable attendance.
Ability to complete required onboarding, training, background or screening requirements, and assignment-specific IRS certifications.
Ability to work evening, weekend, extended, and holiday hours when required.
Ability to perform prolonged sitting or standing, interact frequently with the public, move throughout the tax site, and lift or move materials weighing up to 10 pounds.

Nice To Haves

Associate or bachelor’s degree in accounting, finance, business, or a related field.
At least two tax seasons of successful VITA/TCE or comparable individual income-tax preparation experience.
Experience quality-reviewing federal and state individual income-tax returns.
Bilingual or multilingual ability, based on community and site needs.

Responsibilities

Review new CWF Virtual Tax service submissions within one business day of receipt.
Verify client contact information and preliminary service eligibility and scope using approved screening procedures; refer uncertain tax questions to certified staff.
Review taxpayer and spouse identification, taxpayer identification number documentation, Form 13614-C responses, income documents, and other applicable tax documents for visible completeness and consistency.
Confirm applicable virtual-service consent, disclosures, and authorizations, including Form 14446 where required.
Conduct or coordinate the required intake interview using approved identity-verification procedures and clarify unanswered intake questions without making unauthorized tax determinations.
Manage assigned intake inventory in approved virtual intake and tracking systems, maintaining accurate case ownership, status, notes, and document records.
Identify missing, illegible, or inconsistent documents; request them through approved secure channels and track outstanding client actions.
Review newly uploaded information promptly, follow up on stalled cases, and escalate aging or unresponsive cases to the Virtual Tax Site Coordinator.
Confirm intake checklist and interview completion, move cases to the approved ready-for-preparation status, and route them to appropriately certified Tax Associates.
Prevent duplicate cases, misrouted files, and premature handoffs; document referrals, pauses, or closures under approved procedures.
Serve as the primary client contact during intake through approved phone, text, messaging, or email channels.
Explain virtual service steps, required documents, secure upload instructions, next actions, and realistic timelines.
Schedule and confirm intake or client review appointments when assigned; coordinate changes with the appropriate reviewer and send approved reminders.
Provide accessible, respectful, culturally responsive support and escalate language, accessibility, complaint, or service concerns.
Review intake queues daily and prioritize new, incomplete, and aging cases according to coordinator direction.
Coordinate with Virtual Tax Site Coordinators, preparers, Senior Tax Analysts, and partner-site personnel to resolve handoff issues and protect production capacity.
Track intake performance measures, including cases reviewed within one business day, intake completion time, documentation completeness, first-pass readiness, follow-up timeliness, and cases released to preparation.
Report intake bottlenecks, recurring documentation issues, and cases at risk of missing CWF’s seven-business-day return completion standard.
Follow IRS Volunteer Standards of Conduct, applicable Intake/Interview and Quality Review requirements, Quality Site Requirements, CWF policies, and taxpayer privacy rules.
Secure documents and screens, use approved communication methods, discuss taxpayer matters only with authorized individuals, and verify identity and authorization before releasing information or documents.
Immediately report suspected identity theft, fraud, unauthorized access, lost documents, data exposure, threats, harassment, discrimination, and other incidents.
Perform only functions authorized by current certification, training, assignment, and system access.
When directed by the Virtual Tax Site Coordinator, assist newly assigned interns or volunteers with approved intake procedures.