Tax Service Rep

Tax Customer Service Position

This tax customer service position is responsible for providing excellent, responsive customer service and issue resolution to complex tax questions both internal and external customers regarding tax consequences of LTD, STD, IDI, Life, LTC, VB and other claim type benefit payments. The incumbent will be trained on tax guidelines and procedures and will represent the company to potential and current policyholders and claimants for all Benefit Operations products and systems.

The incumbent is responsible for identifying errors, at individual claim or policy level, obtaining proper documentation and processing corrections to third party tax forms. The individual will identify and communicate to management any suspected non-compliant areas to be addressed. The incumbent must become fluent in all tax subjects for all products (~7) with different services based on legal entities (6) and legacy systems (6).

Services are different by legacy system and product so incumbent must anticipate and answer unasked questions, especially when the caller has multiple types of policies on various legacy systems with different services. Unit services in excess of 24,000 inquiries on over 310,000 tax forms.

Principal Duties and Responsibilities

• Provide excellent, responsive customer service and issue resolution to complex tax questions from claimants, policyholders, field personnel, home office personnel and tax authorities that contact the Tax Reporting Group (TRG) via the 1-800 call center, Tax unit Questions (e-mail) and Navi Link.
• Receives inquiries and complaints from above parties and works to resolve and correct issues in a timely and courteous manner and maintain proper documentation of resolution. Consult with field personnel, brokers, DBS, claimant and policyholder in proper tax adjudication of claims, including communication of Unum's tax procedures, guidelines and services and complex subjects such as the methods of calculating taxability. This position provides information but does not give tax advice which at times is a fine line.
• Calculate and submit corrections to W-2s, W-2
  
  Cs and 1099s, obtaining proper documentation.
• Identify/respond to existing taxation discrepancies between contract, system coding, and clients' documentation and collaborate with proper parties for resolution.
• Conducts policyholder audits with consultation from management, as needed, for proper tax withholding and reporting. Able to perform all aspects of the audit, including generation of needed reports, obtaining needed supporting documentation and communicating with internal and external parties.
• Reviews and revises policyholder reports from all legacy systems to assure they accurately reflect third party sick pay reporting and are distributed in a timely manner.
• Calculate and process FICA, FIT and SIT tax refunds and underpayments in legacy systems.
• Provide verification of claimant sick pay income to Federal and State governments, Social Security Administration and Department of Veteran Affairs.
• Consistently demonstrates high quality results identified through quality reviews.
• Perform other duties as assigned.

Job Specifications

• Bachelor's degree in accounting/finance or equivalent education preferred.
• Financial background (accounting, finance, tax) work experience required.
• Solid knowledge of tax laws and current developments.
• Excellent customer service history.
• Strong computer skills required.
• Solid analytical, organizational and communication skills, including listening.
• Ability to operate with minimal direction and multi task.
• Ability to work in a fast paced, compliant-oriented environment, paying close attention to detail.
• Judgment and independent decision making required for moderate issues.
• Strong collaboration and negotiation skills.
• Professional demeanor.
• Ability to interact with all levels of management.
• Strong math and calculator skills.