Associate, Client Experience

Key Responsibilities

TAX Administration 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. 

• Prepare CRA Documents: Draft, review, and track submissions to the Canadian Revenue Agency (CRA), ensuring compliance with requirements and deadlines. 

• Contact Government Agencies: 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 client 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. 

Technology/ Computer Skills

• Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint. 

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

• Demonstrated ability and willingness to learn new technologies and software applications. 

Working Conditions 

• Occasional work outside standard business hours may be required during peak periods and filing deadlines. 

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