Seasonal Virtual Intake Specialist

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

Overview Campaign For Working Families

Campaign for Working Families, Inc. (CWF) champions the financial well-being and economic mobility of individuals and families through programs, advocacy, initiatives, and support systems that promote equitable opportunity and financial stability. CWF believes every individual and family deserves respect, dignity, and access to the tools and information needed to succeed. CWF advances positive change at the policy and grassroots levels through empathy, data-driven decision-making, and collective action. The following core values guide CWF's mission, goals, and service to individuals and families throughout its communities:

Position Summary

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.

Role and Responsibilities

Client Intake and Eligibility Screening

• 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.

Intake Case and Return Readiness Management

• 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.

Client Communication and Appointment Coordination

• 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.

Production Coordination and Performance

• 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.

Privacy, Security, and Compliance

• 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.

Competencies, Knowledge, Skills and Abilities

Client Service and Communication

• Welcomes clients respectfully, listens carefully, explains processes clearly, and remains calm during high-volume periods.
• Uses sound judgment when referring tax, language, accessibility, conflict, or safety concerns.

Accuracy and Organization

• Reviews documents and intake forms carefully, maintains accurate status information, and follows established checklists.
• Manages multiple clients and changing priorities without losing documents or skipping required steps.

Confidentiality and Integrity

• Protects taxpayer information and follows identity, consent, records, and security requirements.
• Works only within assigned duties and immediately reports suspected risk or misconduct.

Teamwork and Adaptability

• Coordinates effectively with preparers, quality reviewers, interns, volunteers, and site leadership.
• Accepts coaching, learns new procedures, and adjusts to client volume and site needs.

Technology

• Uses computers, appointment systems, scanners, email, and tracking tools accurately.
• Learns CWF systems and follows authorized access procedures.

Qualifications (Education and Experience)

Education

Experience and Credentials

Supervisory Responsibilities

This position has no formal supervisory responsibility. The Virtual Intake Specialist may assist newly assigned interns or volunteers with approved intake procedures when directed by the Virtual Tax Site Coordinator.

Other Specialties, Certifications, Physical Requirements, and Work Conditions