Associate, Client Experience

Must comply with the organization's office attendance requirement policy, including role-specific expectations regarding in-office presence and scheduled workdays.

Responsibilities

• TAX Admin istration Duties Prepare and Organize Working Paper Files-Collect, categorize , sort and bookmark necessary tax documentation for easy reference and ensure completeness.
• Assemble Tax Returns-Compile Canadian Personal, Corporate, and US Personal Returns (electronically & paper - depending on department ), ensuring all forms and schedules are included and accurate .
• Draft, review, and track submissions to the Canadian Revenue Agency (CRA), ensuring compliance with requirements and deadlines.
• Communicate with the CRA/IRS for filing extensions, information verification, and payment adjustments/allocations.
• Client Experience (External) Duties Monitor Client Experience Outlook Account (External requests)- In the absence of a senior associate check and respond to emails, flagging and prioritizing urgent requests.
• Identify and forward client tax technical related questions to the appropriate tax manager and ensure timely follow-up and resolution.
• Client Follow-ups and Communications - Upon request by a senior associate, send follow up email requests to the clients for outstanding tax documents, checklists, signed forms or confirmation receipts.
• Client Portal Navigation and Client Responses - Guide clients in using the portal, including uploading/downloading information and resolving access issues.
• Address and resolve c lient problems or forward them to the appropriate person for resolution.
• Preparation of Client Engagement Letters - When requested assist with the preparation, creation of Value Pricing tables and engagement letters and assisting with delivery of engagement letter to client via email.
• Client Support (Internal) Duties Monitor Client Support Outlook Account (internal requests)-Monitor and action internal requests from tax team .
• Includes engagement letter creation, tax task creation, lead creation, and other various requests.
• Client Portal Downloads- Downloading client documents to appropriate client folders and moving tax tasks in project management system where appropriate and notifying tax manager.
• Setup New Clients and Maintain Client Database- Enter new client information into the database and create initial tasks and assignments.
• As required update client information upon request and verify accuracy.
• Incoming - Outgoing Mail/Shipments and Document Management - Handle all incoming mail and shipments into the office, including organizing, scanning and distribution to the correct document management system, using proper file naming conventions (where applicable).
• Prepare and mail tax/accounting packages via Canada Post , and /or courier, while also ensuring proper documentation and tracking in the project management system.
• Serve as Backup Receptionist and Check Voicemail - Answer phones and greet clients in the absence of the primary receptionist, performing basic reception duties.
• Check Voicemail messages in the CS inbox and distribute.
• Perform Other Duties as Assigned Support team initiatives and special projects as assigned.
• Adapt to changing priorities and contribute to the overall success of the team.
• Core Competencies Organizational & Time Management Collaboration & Teamwork Communication Skills Client Service Excellence Adaptability & Problem Solving Professionalism & Integrity Attention to Detail Qualifications & Experience Education Bachelor's degree or community college diploma in Business Administration, Project Management, or equivalent preferred.
• Experience 1-3 years of experience in customer service within an accounting or professional service firm preferred.

Requirements

• Computer Skills Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
• Demonstrated ability and willingness to learn new technologies and software applications.
• Conditions Occasional work outside standard business hours may be required during peak periods and filing deadlines.

Preferred

• Experience with tax preparation software such as CCH Axcess Tax or CCH iFirm TaxPrep is considered an asset.