[Hiring] Seasonal Virtual Intake Specialist @Campaign for Working Families

Role Description

**THIS POSITION IS FOR THE 2027 TAX SEASON BEGINNING IN JANUARY**

The Virtual Intake Specialist serves as the initial point of contact for clients accessing CWF’s virtual tax preparation services and is responsible for coordinating the intake process, confirming preliminary program eligibility, reviewing submitted documents for completeness, assisting with IRS intake and interview forms, and obtaining required consents. The Specialist communicates with clients to resolve missing or incomplete information, maintains accurate client records, updates intake and return tracking systems, and routes completed intake cases to appropriately certified Tax Associates for preparation. The role ensures timely client follow-up, secure handling of taxpayer information, and efficient movement of returns through the intake process while escalating concerns to the Virtual Tax Site Coordinator. The position does not interpret tax law, prepare tax returns, or conduct quality reviews unless separately trained, certified, and assigned to those functions.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor's degree in accounting, finance, business, or a related field preferred.
• At least two tax seasons of successful VITA/TCE or comparable individual income-tax preparation experience strongly preferred.
• Demonstrated experience quality-reviewing federal and state individual income-tax returns preferred.
• Ability to obtain and maintain IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review, Advanced, and all state, local, specialty, or quality-review certifications required by CWF.
• Strong knowledge of Form 1040 preparation, refundable credits, filing status, dependency, income documents, deductions, banking information, and state or local return requirements within assigned scope.
• Strong attention to detail, tax research ability, professional judgment, customer service, and written and verbal communication skills.
• Proficiency with tax preparation software, computers, email, Microsoft Office, and electronic document tools.
• Bilingual or multilingual ability is valued based on community and site needs.

Requirements

• Review new CWF Virtual Tax service submissions within one business day of receipt.
• Verify client contact information, preliminary service eligibility and scope using CWF-approved screening procedures; refer uncertain tax questions to certified staff.
• Review taxpayer and spouse identification, taxpayer identification number documentation, Form 13614-C responses, income and other applicable tax documents for visible completeness and consistency.
• Confirm applicable virtual-service consent (including Form 14446 where required), disclosures and authorizations before advancing cases.
• Conduct or coordinate the required intake interview using approved identity-verification procedures; clarify unanswered intake questions without making unauthorized tax determinations.
• Manage assigned intake inventory in CWF-approved virtual intake and tracking systems; maintain accurate case ownership, status, notes and document records.
• Identify missing, illegible or inconsistent documents; send clear requests through approved secure channels and track outstanding client actions.
• Review newly uploaded information promptly, follow up on stalled cases and escalate aging or unresponsive cases to the Virtual Tax Site Coordinator.
• Confirm completion of intake checklist and interview requirements, then move cases to the approved ready-for-preparation status and route to appropriately certified Tax Associates.
• Prevent duplicate cases, misrouted files and premature handoffs; document reasons for referrals, pauses or closure under approved procedures.
• Serve as primary client contact during intake by approved phone, text, messaging or email channels.
• Explain virtual service steps, required documents, secure upload instructions, next actions and realistic timelines.
• Schedule and confirm intake or client review appointments when assigned; coordinate changes with the appropriate reviewer and send approved reminders.
• Provide accessible, respectful, culturally responsive support and escalate language, accessibility, complaints or service concerns.
• Review intake queues daily and prioritize new, incomplete and aging cases according to coordinator direction.
• Coordinate with Virtual Tax Site Coordinators, preparers, Senior Tax Analysts and partner-site personnel to resolve handoff issues and protect production capacity.
• Track new cases reviewed within one business day, intake completion time, documentation completeness, first-pass readiness, follow-up timeliness and cases released to preparation.
• Report intake bottlenecks, recurring documentation issues and cases at risk of missing CWF’s seven-business-day return completion standard.
• Follow IRS Volunteer Standards of Conduct, Intake/Interview and Quality Review requirements applicable to the role, Quality Site Requirements, CWF policies, and taxpayer privacy rules.
• Keep documents attended or secured, position screens to protect information, use approved communication methods, and discuss taxpayer matters only with authorized individuals.
• Verify identity and authorization before releasing documents or information according to CWF procedures.
• Immediately report suspected identity theft, fraud, unauthorized access, lost documents, data exposure, threats, harassment, discrimination, or other incidents.
• Perform only functions authorized by current certification, training, assignment, and system access.

Benefits

• This is a temporary, seasonal position.
• Work dates, weekly hours, assigned location, and continuation of employment depend on tax-season needs, funding, site schedules, performance, and client demand.
• Regular, predictable attendance is required.
• Evening, weekend, extended, and holiday hours may be required during training, site launch, peak filing periods, deadlines, and closeout.
• The position may operate at CWF offices, tax sites, partner facilities, community locations, or in an approved virtual setting and may be reassigned based on operational need.
• The position routinely uses computers, phones, tax software, appointment and data systems, scanners, printers, and other office equipment.
• The position requires prolonged sitting or standing, frequent interaction with the public, movement throughout the tax site, and the ability to lift or move materials weighing up to 10 pounds.
• The employee must maintain taxpayer confidentiality, safeguard personally identifiable information, follow CWF and IRS security requirements, and immediately report suspected privacy or security incidents.
• Employment is contingent upon completing required onboarding, training, background or screening requirements, and IRS certifications established for the assignment.