Seasonal Virtual Tax Site Coordinator

Campaign for Working Families•Philadelphia, PA

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About The Position

The Virtual Tax Site Coordinator leads the daily operations of Campaign for Working Families’ virtual tax preparation program and is accountable for safe, compliant, efficient, timely, and client-centered service. The Coordinator manages the workflow from client intake and document submission through tax preparation, quality review, taxpayer approval, e-filing, and resolution of rejected returns. The role coordinates and supports Intake Specialists, Tax Associates, Senior Tax Analysts, interns, and volunteers; monitors staffing coverage, productivity, return assignments, workflow queues, turnaround times, and service goals; and keeps returns moving through each stage of the process. The Coordinator maintains production standards, resolves workflow bottlenecks, manages outstanding and aging returns, coordinates client follow-up, and ensures compliance with service-level agreements, including the seven-business-day completion standard and internal quality review timelines. The role also oversees virtual client communications, secure document handling, technology coordination, and operational issue resolution, escalating tax, personnel, technology, privacy, security, or compliance concerns as appropriate. The position reports to the Tax Operations Area Manager – Virtual and ensures adherence to IRS VITA/TCE requirements, CWF procedures, Quality Site Requirements, confidentiality and data security standards, and approved production and service goals throughout tax season. 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 need. Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout. The role involves regular public interaction and use of computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment. It requires prolonged sitting or standing, 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 IRS certifications.

Requirements

High school diploma or equivalent required.
Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Advanced, Site Coordinator, and other certifications required by CWF.
Demonstrated ability to supervise diverse teams, manage competing priorities, solve problems, and meet deadlines.
Proficiency with computers, Microsoft Office, email, data systems, tax software, and virtual communication tools.
Ability to protect taxpayer information, follow ethical and security requirements, and report risks promptly.
Regular, predictable attendance is required.
Ability to complete required onboarding, training, background or screening requirements, and IRS certifications established for the assignment.
The role requires prolonged sitting or standing, frequent public interaction, movement throughout a tax site, and the ability to lift or move materials weighing up to 10 pounds.
Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout.

Nice To Haves

Associate or bachelor’s degree in accounting, business, public administration, social services, nonprofit management, or a related field preferred.
At least two years of supervisory, site-coordination, tax-preparation, customer-service, or comparable high-volume operations experience preferred.
Prior VITA/TCE, community tax-site, tax preparation, or seasonal program leadership experience strongly preferred.
Bilingual or multilingual ability is valued based on community and site needs.

Responsibilities

Execute daily virtual site opening and closing procedures, verify staff readiness and system access, manage workflow assignments, and complete operational checklists.
Set daily production targets, conduct team huddles, communicate priorities, and coordinate staffing assignments based on workload, certification levels, and available resources.
Manage return inventory from intake through successful e-filing; review queues, prioritize aging or time-sensitive returns, redistribute assignments, and resolve workflow bottlenecks.
Monitor returns awaiting documentation, preparation, quality review, taxpayer approval, signatures, and e-filing; assign follow-up responsibilities and deadlines.
Track return aging against the seven-business-day client completion standard and internal quality review timelines, and address returns approaching or exceeding deadlines.
Monitor individual and team productivity, identify performance gaps, balance workloads, and implement timely corrective actions.
Oversee rejected returns, ensuring prompt review, assignment, correction, retransmission, and confirmation of IRS or state acceptance.
Coordinate client follow-up to obtain missing documents, resolve questions, secure signatures, and prevent delays.
Communicate with remote staff through designated virtual platforms and provide coordination and supervisory support.
Conduct end-of-day production reviews, reconcile return inventory and statuses, identify unresolved or aging returns, and set priorities for the next operating day.
Maintain accurate staffing, production, return inventory, workflow, and operational records, and submit required reports on time.
Provide day-to-day direction, coaching, support, and accountability to Senior Tax Analysts, Intake Specialists, Tax Associates, interns, volunteers, and other seasonal personnel.
Verify that personnel perform only functions authorized by their training, IRS certification, CWF approval, and system access.
Monitor attendance, punctuality, professionalism, productivity, client service, teamwork, procedural compliance, and appropriate use of work time.
Address routine performance or conduct issues and document or escalate concerns to the Tax Operations Area Manager and Human Resources as required.
Support on-the-job learning without allowing unqualified personnel to independently prepare or quality-review returns.
Promote respectful communication, equitable service, collaboration, and a solution-oriented site culture.
Ensure clients receive clear instructions about eligibility, required documents, consent forms, service options, estimated wait times, drop-off procedures, and next steps.
Monitor intake for completeness and route clients to appropriately certified preparers and quality reviewers.
Resolve escalated concerns professionally, document material complaints, and refer matters beyond the Coordinator’s authority to tax leadership.
Ensure clients receive required copies, explanations, signatures, instructions, and referrals before leaving the site.
Support language and disability access, privacy, dignity, and consistent service for diverse individuals and families.
Enforce IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review requirements, Quality Site Requirements, scope-of-service rules, and CWF policies.
Confirm required reference materials, forms, signage, privacy controls, certification records, and escalation contacts are available at the site.
Prevent staff from working outside certification or program scope and refer complex or out-of-scope matters through approved channels.
Monitor quality-review completion, rejected-return follow-up, documentation gaps, recurring errors, and corrective actions.
Immediately report suspected fraud, identity theft, security incidents, threats, injuries, harassment, discrimination, serious complaints, and other material risks.
Support IRS, funder, partner, and internal site reviews; respond to findings and implement required corrective actions.
Verify staff access to tax software, virtual intake platforms, document management systems, communication tools, and other required technology.
Troubleshoot routine technical issues, coordinate IT support, communicate outages, and implement approved continuity procedures.
Ensure approved systems are used and taxpayer information is securely handled, stored, and transmitted.
Coordinate staff system access, permissions, and technology needs in accordance with CWF policies.
Maintain accountability for assigned equipment, software access, and organizational resources; identify and report technology issues, system inefficiencies, and resource needs.
Submit accurate daily production, staffing, attendance, client-flow, drop-off, incident, and operational reports by established deadlines.
Communicate site status, staffing gaps, client issues, technology problems, quality trends, supply needs, and material risks to the Tax Operations Area Manager.
Participate in required meetings, training, coaching, debriefs, and tax-season evaluations.
Complete end-of-season return follow-up, records handling, equipment and supply inventory, site restoration, documentation, and lessons-learned activities.
Perform related tax-site duties assigned by tax operations leadership.