Description

Who We Are

MoneySolver, also known as Tax Defense Network (TDN) is a national tax company that is dedicated to changing the lives of our clients by providing superior customer service and affordable tax debt solutions. Since 2007, our company has worked tirelessly to be one of the best in the tax debt services industry by ensuring our customers’ best interests are always put first. If you’re looking for an exciting career with great benefits and flexibility, consider joining the TDN/MoneySolver team. We are always on the lookout for compassionate, talented professionals who want to make a difference in other people’s lives.

SUMMARY:

Responsible for the day-to-day operations over Tax Servicing; primarily overseeing the Tax Analysts and the client servicing team. Plans, directs, manages, and evaluates team performance to ensure clients are receiving a high level of services and cases are adequately being handled according to processes and procedures. Promotes a positive and productive relationship with the clients via the servicing team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Act as an escalation point for resolving customer issues.

· Responsible for creating and implementing procedures and processes.

· Communicates with clients, direct reports, and other departments to ensure quality service delivery and customer satisfaction.

· Responsible for the development and implementation of monitoring processes of all facets of customer service. This critical duty involves tracking, monitoring, and adjusting as necessary all the vital and significant functions of customer service.

· Ensure adequate phone coverage, including making decisions regarding scheduling changes and overtime.

· Tracking trends and using data to develop creative solutions that improve overall operations and drives both quality and revenue.

· Responsible for the hiring, promoting and performance management for the team.

· Ensure training is effective and efficient, identifies skills and knowledge gaps implements training to fill the gaps.

· Monitor employee productivity and motivate team to reach daily, weekly, and monthly goals.

· Create an environment of excitement, goal orientation, innovation and encourage team motivation.

· Support quality process through coaching and driving appropriate accountability across the team.

· Perform other tasks as assigned.

Requirements

EDUCATION AND EXPERIENCE:

· BS/MS degree in business administration or a related field or equivalent experience.

· 5 years in leadership position

· Must have at least 5 years of related experience.

SKILLS, KNOWLEDGE, AND ABILITIES:

· Ability to lead and motivate a large team in a fast-paced environment.

· Committed to continuous education through workshops, seminars, and conferences.

· Strong decision-making abilities.

· Ability to analyze performance trends and issue feedback and/or plans of action for developmental purposes.

· Exceptional verbal and written communication skills.