Legal Escalations Collections Specialist

Why Innovation Refunds, LLC?

Innovation Refunds has supported thousands of SMB owners through a complex and often overwhelming employment tax refund process — turning government relief into real dollars in their pockets.

About the Role

As a Legal Escalation Collection Specialist, you'll guide customers through their open refund matters, serve as the resource our internal teams lean on for the same questions, and own each case as the primary point of contact through to a documented resolution.

What You'll Do

• Investigate missing, offset, and misapplied ERTC refund checks, from first report through documented resolution
• Serve as the primary point of contact for customers and internal partners on escalated refund matters, keeping both informed on status
• Determine, document, and disposition missing check tickets in HubSpot
• Generate and distribute customer invoices accurately and on schedule
• Continuously monitor accounts for delinquent balances and follow up on past-due invoices by phone, email, and statement
• Research and resolve payment discrepancies, billing errors, and customer disputes professionally and on time
• Escalate aged or unresolved matters to the SVP, Legal Operations and track each one to closure
• Identify recurring root causes across refund matters and recommend process, documentation, and system changes
• Partner with teams across the business to deliver consistent service to customers
• Protect customer information by following company policy, procedure, and security standards

Required Qualifications

• Three or more years in customer support, collections, or account resolution
• Experience resolving complex issues that involve multiple parties and systems
• Strong analytical and problem-solving skills, with the judgment to know when to escalate
• Clear, professional written and verbal communication, including with customers in difficult situations
• Comfort working in a CRM to document, disposition, and track cases
• The ability to manage a full caseload in a fast-paced environment while meeting deadlines and maintaining accuracy

Preferred Qualifications

• Hands-on HubSpot experience
• Familiarity with ERTC, IRS refund processes, or employment tax credits
• Prior experience working within tax or financial services

Who You Are

• Persistent. You follow a case through to resolution rather than closing it when it stalls
• Organized. You can give an accurate status on any matter you are working
• Steady under pressure. You keep conversations productive when customers are frustrated
• Detail-oriented. You review the full file before you act on it
• Improvement-minded. When the same issue comes up repeatedly, you look for the underlying cause
• Willing to share what you know and mentor newer teammates

You take care of the work. We'll take care of you.

• We cover 100% of your health insurance premiums — so you pay nothing out of pocket for your monthly coverage costs
• Dental and vision coverage available at a low monthly premium cost to you
• An HSA with employer dollars to help you save
• Mental health resources for life's tougher moments
• Company-paid life insurance and short-term disability
• Company-paid parking on-site or train pass (Miami)
• $60/month cell phone stipend
• 401(k) dollar-for-dollar company match up to 4% with 100% immediate vesting
• A team that genuinely enjoys spending time together — backed by free snacks, drinks, and events that people still talk about long after they happen
• Competitive paid time off, to recharge, so you can show up as your best self
• 12 paid holidays to recharge, plus a floating holiday to spend however you see fit