Case Manager Team Lead - ACS

POSITION SUMMARY The Case Manager Team Lead (ACS or Specialty) for Optima Tax Relief, LLC "Optima" is located in the Santa Ana, California office and reports to the Director, Resolution Call Center. The role of the Case Management team is to serve as direct contact and guide to Optima Tax Relief ("Optima") clients during the Resolution Phase of their case. Case Managers help educate the client on possible courses of action for their case based on the circumstances of their case. For this, Case Managers will evaluate client files, including client financial documents and tax records, and determine what additional information will be needed from each client to develop a strategy for the best resolution of their case. The team is comprised of four (4) groups: Automated Collection System ("ACS"). Audit, Offer-in-Compromise, and Revenue Officers ("Specialty").

The Case Manager Team Lead serves as liaison and partner with the department Manager and/or Director in leading Case Managers in keeping the client engaged throughout the Resolution phase and to ensure workflow and protocols are being met in a timely manner. Acting as the first line of response to clients nationwide, this role will communicate in an open, helpful and engaging tone and focus on finding the right solution with each client. The Case Manager Team Lead is responsible for supervising, prioritizing and coordinating the daily activities of the team. This role will also connect with clients to address questions and resolve issues as well as work with various teams to resolve client concerns. This role must also champion Optima's culture and Core Values and help to deliver the best customer experience. ESSENTIAL DUTIES & RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Review and coach team members, monitoring and updating production numbers to ensure accountability.
• Discover training needs and provide coaching.
• Monitor calls to ensure service levels are met.
• Timely respond to all escalated emails or calls in accordance with Optima work protocols.
• Manage projects, ensuring deadlines are met; includes suggesting improvements to enhance the department's performance and/or procedures.
• Research and develop strategies to defend the taxpayer's position, ensure security from any collection enforcement to prevent levies, and establish best resolution.
• Expedite cases as needed.
• Interact with Tax Professionals, clients, and other departments.
• Excellent organizational, time-management, written, and communication skills.
• Ability to develop your team and lead by example.
• Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).
• Other duties as assigned.

In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need. EDUCATION AND EXPERIENCE REQUIREMENTS High school diploma or equivalent education required. 1 year of experience as Team Lead or Supervisor. 1-2 years relevant experience preferred. Bilingual in Spanish (preferred) KNOWLEDGE, SKILLS,& ABILITIES A positive mindset and "get-it-done" attitude. History of successfully exceeding goals in a fast-paced environment. Strong ability to multi-task. Excellent organizational, time-management, written, and communication skills. Meticulous attention to detail and high sense of accountability. Self-starter, industrious, and motivated. Strong work ethic and commitment to excellence. Team player. Strong listening skills with the ability to understand and influence people.