Financial Services

Resolution Associate (Bilingual)

Irvine, CAOnsiteFull TimeEntry-level (exp-based)$50,000–$600,000 /yrPosted 2 months ago

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Required skills

customer service
client communication
document collection
case progression
callback requests
Google Suite
Microsoft Office
CRM systems
40+ WPM
high-volume call center

Nice to have

tax resolution
empathy
professionalism
care
continuous learning
purpose-driven

Role summary

The Resolution Associate in Irvine, CA, provides essential support to Case Advocates and clients in a fast-paced tax resolution environment. This full-time, on-site role focuses on client communication, document collection, and case follow-up to ensure smooth case progression. Key responsibilities include responding to callbacks, proactively contacting clients for information, conducting welcome calls, reviewing cases for outstanding items, and maintaining consistent client communication. The role also involves assisting the Customer Service team during high call volumes. Candidates should have at least 1 year of strong customer service experience, be tech-savvy with standard business tools, and possess a typing speed of 40+ WPM, with experience in a high-volume call center environment being crucial.

Resolution Associate

Location: Irvine, CA | On-site || Department: Customer Service || Employment Type: Full-time

About the Role

The Resolution Associate provides support to Case Advocates and clients to ensure cases are handled with empathy, professionalism, and care. This role focuses on client communication, document collection, case follow-up, and assisting with case progression in a fast-paced tax resolution environment.

What You’ll Do

Respond to and complete client callback requests in a timely and professional manner.

Contact clients proactively to assist with document collection and ensure required information is obtained to support case progression.

Conduct client welcome calls following completion of the tax preparation process, ensuring clients clearly understand the next steps in their case.

Review assigned cases to identify outstanding items, upcoming actions, or potential barriers to progression

Maintain consistent and proactive communication with clients regarding case status and next steps.

Provide support to the Customer Service team by assisting with inbound queue calls during periods of increased call volume or as assigned.

Perform other related duties as assigned to support case progression and client satisfaction.

What You Bring

Bilingual (English/Spanish)

1+ years of strong customer service experience.

Tech-savvy and comfortable using Google Suite, Microsoft Office, CRM systems, and other standard business tools.

Experience working in a high-volume call center environment or in a high-call-volume position (both inbound and outbound calls required).

Why You’ll Love Working Here

Impact - Every day, you’ll help real people escape financial stress and rebuild their lives.

Growth - We’re a rapidly expanding company with plenty of room for career advancement.

Supportive Culture - We value collaboration and continuous learning.

High Client Satisfaction - With thousands of 5-star reviews, our clients consistently praise our expertise and results.

We’re looking for passionate, driven individuals who want to make a real difference while building a rewarding career in a purpose-driven organization.

Compensation

Hourly Pay: $21.00 per hour.

Commission: This position is also eligible for commission in addition to the hourly wage. Commission earnings are variable and based on individual production. Typical monthly commission earnings for employees in this role have ranged from approximately $50 - $600. Actual commission earnings vary based on individual performance and are not guaranteed.

Total Compensation: Actual compensation will vary based on hours worked, individual performance, and commission earnings. Commission earnings are paid pursuant to the Company's applicable commission plan.

The range represents the good-faith range the Company reasonably expects to pay for the position upon hire. Commission earnings are variable and are not guaranteed.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. is an Equal Opportunity Employer. We value diversity and encourage all qualified individuals to apply.

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