Tax Service Rep

General

Summary:

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.

• 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.
• Receive inquiries and complaints from the above parties and work to resolve and correct issues in a timely and courteous manner while maintaining 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.
• Conduct policyholder audits with consultation from management, as needed, for proper tax withholding and reporting. Perform all aspects of the audit, including generation of needed reports, obtaining needed supporting documentation and communicating with internal and external parties.
• Review and revise 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 demonstrate high‑quality results identified through quality reviews.
• Perform other duties as assigned.

• 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.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$40,000.00-$75,600.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long‑term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person’s race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

Company:
Unum