Case Manager

Document Case Manager

Full-Time | Client Case Management | Financial Document Review | Tax Resolution Support

Position Overview

We are seeking a highly organized, driven, and client-focused Document Case Manager to join our growing tax resolution team.

This is not a basic administrative or data-entry position. The Document Case Manager plays a critical role in moving client cases from initial document collection through financial review and resolution readiness.

You will manage an assigned portfolio of clients, communicate directly with them regarding required financial documentation, review incoming records for completeness, identify missing information, maintain detailed case notes, and ensure files are properly prepared before being submitted for financial analysis and resolution review.

The ideal candidate is comfortable managing a high-volume caseload, communicating with clients who may be under financial stress, reviewing detailed financial records, and taking ownership of cases from start to finish.

What You'll Be Responsible For

Client Case Management

• Manage an assigned portfolio of active tax resolution clients.
• Serve as a primary point of contact during the financial document collection phase of the client's case.
• Explain document requirements clearly and professionally so clients understand exactly what is needed and why.
• Proactively follow up with clients regarding missing, incomplete, or outdated documentation.
• Schedule and conduct client appointments when additional guidance is needed.
• Maintain consistent communication so cases continue moving forward without unnecessary delays.

Financial Document Collection & Review

• Request and collect documents required for IRS and state tax resolution analysis.
• Review client financial documentation for completeness, accuracy, and consistency.
• Review items including:
• Bank statements
• Pay stubs and income documentation
• Profit and loss statements
• Mortgage and rent information
• Vehicle loan statements
• Insurance documentation
• Investment and retirement statements
• Business financial records
• Asset and liability information
• Monthly household expenses
• IRS Form 433-F and related financial questionnaires
• Compare submitted documents against case requirements and identify anything that is missing before the file advances.
• Ensure documents are uploaded, organized, labeled, and associated with the correct client file.

Case Progression & File Readiness

• Review IRS transcripts and available case information to understand filing compliance and outstanding requirements.
• Move files through the appropriate document-management stages, including:
• Pending Initial Documents
• Gathering Documents
• Partial Documents Received
• Documents Ready for Review
• Resolution Document Kickback, when additional information is required
• Complete a full quality review before submitting a case for financial analysis.
• Verify that required financial forms and supporting documentation are complete before advancing the file.
• Correct deficiencies and resolve document kickbacks quickly.
• Coordinate with Case Managers, Tax Professionals, Financial Analysts, Customer Service, and other internal departments to keep cases progressing.

Client Communication Expectations

This position requires strong phone and written communication skills.

A complete client outreach attempt may include:

• Phone call
• Text message
• Email
• Detailed case notes documenting the communication

Document Case Managers are expected to work their assigned pipeline consistently throughout the day and make meaningful progress on approximately 30–40 client files per day, depending on case complexity.

For clients who are not responding, the Document Case Manager is responsible for completing the required outreach process, including multiple full contact attempts and appointment efforts, before escalating the case through the appropriate internal process.

What Success Looks Like

You will be successful in this position if you:

• Take ownership of your assigned caseload.
• Keep clients informed and engaged.
• Follow up without needing constant reminders.
• Catch missing documents before a file reaches the next department.
• Maintain accurate and detailed case notes.
• Keep your pipeline organized.
• Prioritize urgent cases appropriately.
• Meet daily productivity expectations without sacrificing quality.
• Prevent avoidable case delays and document kickbacks.
• Communicate professionally with both clients and internal team members.

Qualifications Required

• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to manage a high-volume client caseload.
• Strong attention to detail.
• Comfortable reviewing financial documents and identifying missing information.
• Ability to communicate professionally with clients experiencing financial or tax-related stress.
• Comfortable making frequent outbound client calls.
• Ability to follow established procedures while exercising good judgment.
• Strong computer skills and ability to work across multiple systems throughout the day.
• Dependable, accountable, and capable of working independently in a fast-paced environment.

Preferred

Experience in one or more of the following is highly desirable:

• Tax resolution
• Tax preparation
• Case management
• Legal services
• Mortgage or loan processing
• Financial services
• Collections
• Banking
• Insurance claims
• Client account management
• Document processing or underwriting

Previous tax resolution experience is helpful but not required for the right candidate.

The Person We're Looking For

You may be a strong fit if you are the type of person who sees an incomplete file and immediately wants to figure out what's missing.

You enjoy organization, follow-through, and solving problems. You are comfortable having direct conversations with clients, but you also understand the importance of empathy and professionalism.

Most importantly, you don't wait for someone else to move your cases forward.

You take ownership.

Why This Role Matters

Every successful tax resolution begins with a complete and accurate financial picture.

The work performed by the Document Case Manager directly impacts how quickly our Tax Professionals and Financial Analysts can evaluate a client's case and determine potential resolution options.

When this position is performed well, clients receive better communication, cases move faster, and our resolution team can focus on negotiating the best available outcome.

Ideal Backgrounds

Candidates coming from roles such as the following are encouraged to apply:

Case Manager | Legal Assistant | Loan Processor | Mortgage Processor | Tax Preparer | Financial Services Representative | Collections Specialist | Client Success Manager | Insurance Claims Specialist | Account Manager | Document Specialist | Intake Specialist | Banking Representative

If you're organized, comfortable working with financial information, strong with clients, and motivated by moving cases across the finish line, we want to hear from you.

Pay: $23.00 - $25.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person