Responsible for handling U.S. tax-related customer calls and providing professional support throughout the tax filing process. The role involves understanding clients’ tax requirements, explaining tax returns and draft calculations in a clear and simple manner, answering questions related to refunds, balances due, deductions, and filing status, and resolving customer concerns.

Key responsibilities include:

• Handling inbound and outbound calls with U.S. tax clients.
• Collecting and verifying required tax information and documents.
• Reviewing and explaining draft tax returns and tax calculations to clients.
• Clearly explaining refunds, tax liabilities, deductions, credits, and filing details.
• Addressing client questions and resolving tax-related concerns professionally.
• Providing accurate information while maintaining compliance with U.S. tax procedures and company policies.
• Following up with clients for missing information or required documentation.
• Explaining applicable service/tax preparation fees and processing payments securely.
• Assisting clients with payment-related queries and confirming successful transactions.
• Maintaining accurate customer records and documenting call details.
• Escalating complex tax issues to senior tax professionals when required.
• Ensuring a positive customer experience while meeting quality, productivity, and compliance targets.