Tax Resolution Advocate
$48,880–$57,034 year
HybridDenver, Colorado, United States
Denver, Colorado, United StatesHybridFull Time$48,880–$57,034 yearFintech ServicesLarge
Full TimeLargeFintech Services
Job Summary
Resolve payroll tax notices for customers by researching tax laws, identifying root causes, and communicating with government agencies under supervision. Interact professionally via email and phone to simplify the tax notice experience, while providing clear case documentation and collaborating with Compliance, Engagement, and Tax Operations teams. Manage a daily queue of notices, update cases as needed, and seek peer assistance on escalated issues. Actively use current AI tools in workplace applications and participate in team meetings to support fellow advocates.
Required Qualifications
- 2-4 years of payroll experience
- Notice resolution experience
- AI Fluency: Capable of using current AI tools and have a mindset to help create and shape new AI tool functionality
- Capability to manage multiple priorities within a high-volume, fast-paced environment and adapt to shifting priorities daily
- Commitment to personal high standards and a desire to contribute to team and company goals
- Strong analytical and problem-solving skills with guidance to resolve issues from complex variables
- Team player who enjoys collaborating and contributing to team success
- Excellent communication skills, both written and verbal, with the ability to simplify complex topics
- Highly organized and proactive in improving processes
- Dedicated to providing an exceptional customer experience during key moments in our customers' journey
- Ability to work collaboratively with cross-functional teams
- Ability to retain and apply large amounts of critical information
- High attention to detail
- Organization
- Task management
- Comfortable working in a fast-paced, deadline-driven business environment
- Strong work ethic
- Desire to be part of the team
- First-principles problem-solving
- Ability to resolve payroll tax notices on behalf of customers
- Ability to communicate with government agencies to represent Gusto and advocate for customers under supervision
- Ability to provide clear and concise case documentation
- Ability to simplify complex topics for customers
- Ability to handle a queue of tax notices daily
- Ability to update cases as needed
- Ability to inform customers of any changes
- Ability to seek assistance from peers on escalated issues
- Ability to participate in team meetings
- Ability to provide support to fellow TaxRes Advocates
- Ability to work from the office on designated days approximately 2-3 days per week
- Secure, reliable, and consistent internet connection
Desired Qualifications
- Notice resolution experience is a plus
- AI experience
- Passion for customer support
- Ability to act as a detective and problem-solver
- Ability to research tax laws
- Ability to identify the root cause of notices
- Ability to work closely with tax agencies
- Ability to provide feedback on tools that streamline the resolution process
- Ability to prevent similar issues in the future
- Ability to collaborate with cross-functional partner teams
- Ability to reach the best outcomes for customers
- Ability to improve processes
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