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Tax Notice Resolution Specialist – Lead
OneSource Virtual. Serve as primary technical backup for Supervisors and support daily operations, team priorities, workload coordination, and performance monitoring .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in payroll tax functions, including research and resolution of federal, state, and local agency notices, while effectively managing complex cases and ensuring compliance with service-level expectations. Proficient in case management and quality assurance practices, with strong communication and analytical skills to support team operations and customer interactions.
Highest-signal resume keywords
Payroll Tax ExperienceCase ManagementFederal, State, And Local Tax RequirementsMicrosoft Office Suite ProficiencyAnalytical And Problem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Payroll Tax ResearchTax FilingsAccount ReconciliationAmendment ProcessesAgency Notice InterpretationQuality AssuranceDocumentation Best PracticesEscalation ManagementService-Level ComplianceAdvanced Excel Skills
Soft Skills
Verbal CommunicationWritten CommunicationOrganizational SkillsTime ManagementPeer Guidance
Tools & Technologies
Case Management SystemsPayroll SystemsTax Reporting SystemsERP PlatformsWorkdayPeopleSoft
Certifications & Qualifications
Associate's Degree
Industry Keywords
Payroll TaxFederal Tax AgencyState Tax AgencyLocal Tax AgencyCompliance Expectations
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Serve as primary technical backup for Supervisors and support daily operations, team priorities, workload coordination, and performance monitoring
- Guide specialists through complex federal, state, and local agency notices and support escalated customer matters
- Assign cases, balance workloads, monitor service-level deadlines, and review aged, reopened, reassigned, or escalated cases
- Maintain an active caseload and personally manage complex, high-risk, high-profile, and escalated agency notice cases
- Review agency notices and account activity to determine issues, responsible parties, financial exposure, and resolution paths
- Research payroll tax filings, payments, registrations, account numbers, tax rates, employee and employer data, correspondence history, and agency records
- Coordinate responses and follow-up with tax agencies, customers, internal partners, and third-party providers
- Support filing corrections, payment research, penalty and interest review, abatement requests, account reconciliation, registration updates, and referrals
- Review case documentation, response accuracy, follow-up cadence, customer communication, and closure evidence for quality assurance
- Coach specialists on first-touch resolution and prevention of repeated notices
- Identify recurring issues, process gaps, and training needs; report findings and contribute to process improvements, knowledge articles, job aids, and enhancement requests
- Deliver timely, accurate updates to internal and external customers
- Meet quality, productivity, service-level, and compliance expectations
Requirements
What you’ll need- Associate's degree or equivalent combination of education and relevant experience
- 2+ years of payroll tax experience, including researching or resolving federal, state, or local tax agency notices
- Working knowledge of payroll and payroll tax functions, including tax filings, payments, registrations, account reconciliation, and amendment processes
- Experience communicating with tax agencies and interpreting agency correspondence, account records, and resolution requirements
- Strong understanding of federal, state, and local payroll tax requirements
- Ability to interpret agency notices, account transcripts, filing and payment records, payroll data, and supporting documentation
- Knowledge of case management, quality assurance, documentation, escalation, and service-level best practices
- Proficiency in Microsoft Office Suite
- Advanced Excel skills preferred
- Experience using case management, payroll, tax, and reporting systems preferred
- Payroll tax outsourcing or third-party service provider experience preferred
- Experience using ERP or payroll platforms such as Workday, PeopleSoft, or similar systems preferred
- Demonstrated experience providing peer guidance, training, quality support, or informal leadership preferred
- Excellent verbal and written communication skills
- Strong analytical, investigative, problem-solving, organizational, and time-management skills
- Ability to manage competing priorities, deadlines, escalations, projects, and follow-up commitments
- Ability to maintain confidentiality when handling sensitive customer, employee, and tax information
Benefits
Comp & perks- Values-based culture
- Upward mobility
- Professional development opportunities
- Opportunities to learn and share ideas
- Creative collaboration
- Recognition/reward for innovative thinking and hard work