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Tax Site Manager

Seattle, WA

Relocation expenses: Paid

Entry Level
Full time
3 - 5 years of experience
High School Diploma

Published on 7 Oct 2022

Expires on 12 Nov 2022

Tax Site Manager

United Way of King County works to build a community where all people have homes, students graduate, and families are financially stable. Our culture fosters collaboration, teamwork, open communication, leadership, integrity, and accountability.

With our unwavering focus on racial justice for all, we hope to achieve racially equitable outcomes in King County and beyond. We believe that having staff, volunteers, and supportive community members who represent diverse backgrounds and circumstances will help us more effectively accomplish our mission. We aim to a create a welcoming and inclusive work environment, and we also strive to have a diverse staff and particularly encourage Black and Indigenous people, and people of color to apply and join our team.

Job Summary:

United Way of King County is hiring Tax Site Managers for the 2023 tax season! We are recruiting to fill 20 Tax Site Manager positions to provide support from January to April 2023.

United Way of King County’s Free Tax Preparation Campaign has been a part of our community for 20 years and is committed to helping low to moderate income families connect to life changing anti-poverty programs, especially in response to the increased economic instability due to COVID-19 and rising inflation. The 2023 Tax Season will be one in which we set the tone with the highest levels of integrity, excellence, and intention to reach every single person who qualifies for our services. During the wake of COVID-19 in 2020, we transformed the Free Tax Preparation Campaign into a 100% virtual program. In 2021, we learned that even with the most robust barrier reduction protocols used for limited in-person services and access to our free virtual tax help, thousands of clients were left behind or were forced to use high-fee services. In 2022, we were able to take lessons learned from the previous year and with newly developed practices able to open 12 in-person sites. 2023 will be another year of growth with 16+ in-person tax sites along with continuing the expansion of our virtual operations.

As a Tax Service Manager for the Free Tax Preparation Campaign, you will provide coordination, organization, and supervision for tax preparation by:

• overseeing team assignments

• providing guidance and mentorship during designated shifts

• answering tax law questions

• supporting volunteers

• troubleshooting issues

• elevating challenges

The role may also include scheduling client appointments and providing overarching customer service to prospective clients. Who are you?

We are seeking a cohort of dynamic individuals with strong customer service experience serving low-income clients, high degrees of flexibility and adaptability, the ability to ensure quality in the tax returns filed, and the capacity to manage volunteers in a dynamic environment.

Tax Site Managers possess a broad range of skills and come from a variety different of backgrounds, ranging from retail to education to financial services. If you have leadership experience, are comfortable managing a team of volunteers, and can provide guidance on complex topics like federal tax law (no former tax knowledge required—we will train you), this may be the job for you!


The compensation for the role is $26.36 per hour. This posting will remain open until all the positions are filled.

This position is a time-limited position from January 09, 2023, through April 28, 2023. Note that training for this role will start as soon as November 2022. A limited number of Tax Site Managers may be invited to remain in their roles for our post-season operations through October 2023.

*Full COVID-19 vaccination is required for this role (proof of vaccination will be requested prior to employment). Essential Duties:

• Oversees preparation of tax returns and confirms all returns are correct.

• Drives team motivation to positively impact weekly goals.

• Provides exceptional support to volunteers, managing and answering any questions they may have.

• Provides excellent customer service with an emphasis on ensuring • that the clients have accurately provided the necessary documentation, resolving issues, and making sure clients receive all the services for which they are eligible.

• Be trained on and use a proprietary case management ticketing tool (virtual program only).

• Transmits tax returns to IRS Service Center and follows up on all rejected returns.

• Provides support and customer guidance for the new Working Families Tax Credit (WFTC) available in 2023

• Participates in tax preparation and quality review training sessions.

• Troubleshoots issues such as case management ticketing problems for clients and volunteers, and escalates unresolved issues as needed to reach an appropriate resolution.

• Provides scheduling and customer service support for clients signing up for tax preparation appointments in our virtual program.

• Submits weekly reports and communicates regularly with Tax Campaign staff during tax season.

• Oversees and assists with tax site inventory and general maintenance.

DISCLAIMER: This job position performs other assignments and duties as assigned. The contents of this job description may change as deemed necessary by United Way of King County.

Knowledge, Skills, and Abilities:

• Demonstrated understanding of social and racial justice and equity, with a proven commitment to apply racial and economic justice lenses in both personal and workplace contexts.

• Lived experience and/or demonstrated professional skills working within a diverse work environment.

• Demonstrated strong proficiency with technology, including coaching others to use technology effectively and troubleshooting technical problems.

• Proven exceptional customer service skills serving diverse communities.

• Demonstrated volunteer management experience with an emphasis on the oversight up to 50 volunteers depending on the size of the site and/or shifts assigned.

• Proven strong interpersonal, relationship-building, and strong leadership skills; has a results-oriented approach with a winning attitude.

• Demonstrated ability to motivate a team to achieve weekly goals; ability to stay calm during high-stress times, and able to work well in a fast- paced remote work environment.

• Proven high degree of flexibility and adaptability.

• Proven strong communication skills using virtual platforms like MS Teams and Slack, SMS text messages and voice calls.

• Demonstrated strong willingness to understand and learn various service delivery models. • Proven understanding of barriers that low-income communities face.

• Proven ability to use TaxSlayer or relevant tax preparation software.

• Ability to speak a second language (Spanish, Vietnamese, Chinese, Russian or and East African language such as Amharic) is helpful but not required.

• Demonstrated experience with handling individual tax returns. Prior experience in tax law is helpful.

• Demonstrated ability to maintain confidentiality with highly sensitive client information.

• Proven flexibility with work shifts including potential weekend shifts depending on the site and/or shifts assigned. • Proven proficiency in computer skills.

• Willingness to receive further tax training and be IRS VITA tax law certified.

Education and/or Experience:

High school degree required. Experience in free tax preparation support preferred. Strong understanding of tax law is a plus. Experience in community engagement, customer service, and team management required.

United Way of King County is an equal employment opportunity employer, and all applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristics protected by law. UWKC values a racially diverse workplace and strongly encourages Black and Indigenous people, and people of color to apply.

We are an Employer of National Service: AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

Additional Information: United Way of King County is an exceptional workplace that can provide you with:

• Opportunities to work with smart, passionate, and enthusiastic team members and volunteers • Ongoing collaboration with diverse staff and other constituents

• A desirable culture of high-performance expectations and accountability • Exciting and challenging work

• Opportunities to help solve the community's toughest problems

• Competitive pay that is commensurate with demonstrated successful performance and experience • Many other benefits that we are happy to discuss with you Application Procedures:

Please click here to apply online via the following link.

You will be asked to upload your resume and provide a cover letter as well as complete the UWKC application.

***Applicants MUST apply at the UWKC Career Center to be considered for this position. Click here to access the Career Center to apply.***

COVID-19 Update: United Way King County operates a

hybrid workplace with all employees able to work a combination of remote, on-site, and off-site. Full COVID-19 vaccination is required for this role.