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Accuracy Guarantee Coordinator

Category Customer Success Location Remote Job ID 2024-66711

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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

If you are a highly motivated individual with excellent organizational skills and have basic tax knowledge which includes understanding audit notices this role may be for you! Leveraging the Intuit Value “Customer Obsession,” we need you to help support Intuit TurboTax Accuracy Guarantees. You will advance our goal of “Powering Prosperity Around the World” by providing assistance to our customers and tax experts in processing customer Accuracy Guarantee claims. You will also play a key role in our effort to enhance our brand by delighting our customers and empowering them to prepare their taxes.

Responsibilities

Analysis of federal and state tax notices to determine the amount and type of penalties and interest and whether they fall under the terms of TurboTax Guarantees.
Maintain all customers’ data and communications related to each Accuracy Guarantee Claim.
Provide a high level of service to the customer by continuing to answer their questions and addressing their concerns.
Escalate claims to management at customer’s request and document the reasons for escalation.
Work closely with the team to help resolve customer processing issues.
Work with cross-functional teams in software development and tax services to enhance the customer experience.
Plan weekly workload to ensure we meet service level agreement.
Organize and maintain team meeting notes and track completion of action items.
Prepare and maintain operational procedures for the administrative support function.
Work closely with management for continuous improvements related to customer’s Accuracy Guarantee Claim submission.

Qualifications

Excellent organizational skills
Individual tax experience and basic knowledge of tax laws
Experience using TurboTax (2+ years)
Audit experience (1+ years) with IRS and state tax audit or notice resolution.
Excellent writing skills, ability to interpret technical tax information, and translate the information into easily understandable consumer friendly language.
Critical thinking, problem solving, research skills and determination.
Collaborates well with cross-functional teams, while also having an intense sense of ownership and accountability for the work.
Able to think analytically and identify gaps in existing content and communicate actionable recommendations and suggestions for improvement.
Ability to follow a playbook and best practices for written content, instructional design, etc.
Proficient with technology; solid knowledge of computer operations and software
Ability to work in a fast-paced environment with minimal supervision.
Able to effectively prioritize individual and team work to ensure delivery of the highest customer value and communicate status to teams.
Ability to work independently and use judgment to respond to customer inquiries/concerns

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $36.50 - $49.00, Colorado $33.50 - $45.00, Bay Area California $42.00 - 63.50, Southern California $39.50 - 53.50, Washington $35.00 - $47.50. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.