Associate, Client Experience

Trowbridge Professional Corporation; Toronto; Sur place; CAD 42 000 - 65 000; Plein temps

Résumé du poste

Trowbridge Professional Corporation in Canada is seeking a detail-oriented administrative and client services professional to support tax preparation workflows, document management, and client communications. You will assemble returns, prepare CRA submissions, and coordinate with government agencies as needed.

You will also assist with client experience tasks, portal navigation, engagement letters, and internal workflow management.

Qualifications

• Bachelor's degree or diploma in Business Administration, Project Management, or equivalent preferred.
• 1-3 years of experience in customer service within an accounting or professional service firm preferred.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) and tax software experience.

Responsabilités

• Prepare and organize working paper files for tax documentation and ensure completeness.
• Assemble Canadian Personal, Corporate, and US Personal Returns (electronic & paper) with accuracy.
• Prepare CRA documents, track submissions and ensure deadlines are met.
• Communicate with CRA/IRS for extensions, verification, and payment adjustments.
• Monitor client experience emails, respond or escalate urgent requests, and follow up on documents.
• Send client follow-ups for missing documents and confirmations.
• Guide clients in using client portal and resolve access issues.
• Assist with engagement letters and value pricing tables for clients.
• Monitor internal tax team requests via Outlook and create tax tasks.
• Download client documents and organize into folders; move tasks in PM system.
• Setup new clients and maintain client database with current info.
• Manage incoming/outgoing mail and document distribution; mail tax packages as needed.
• Provide backup receptionist duties and handle voicemail distribution.
• Contribute to team initiatives and adapt to changing priorities.

Connaissances

Organizational & Time Management

Communication Skills

Adaptability & Problem Solving

Professionalism & Integrity

Attention to Detail

Formation

Bachelor's degree or diploma in Business Admin / related field

Outils

Microsoft Office

Excel

Word

Outlook

PowerPoint

CCH Axcess Tax

CCH iFirm

TaxPrep

Description du poste

• Prepare and Organize Working Paper Files-Collect, categorize, sort and bookmark necessary tax documentation for easy reference and ensure completeness.
• Assemble Tax Returns-Compile Canadian Personal, Corporate, and US Personal Returns (electronically & paper- depending on department), ensuring all forms and schedules are included and accurate.
• Prepare CRA Documents: Draft, review, and track submissions to the Canadian Revenue Agency (CRA), ensuring compliance with requirements and deadlines.
• Contact Government Agencies: Communicate with the CRA/IRS for filing extensions, information verification, and payment adjustments/allocations.

Client Experience (External) Duties

• Monitor Client Experience Outlook Account (External requests)- In the absence of a senior associate check and respond to emails, flagging and prioritizing urgent requests. Identify and forward client tax technical related questions to the appropriate tax manager and ensure timely follow-up and resolution.
• Client Follow-ups and Communications-Upon request by a senior associate, send follow up email requests to the clients for outstanding tax documents, checklists, signed forms or confirmation receipts.
• Client Portal Navigation and Client Responses-Guide clients in using the portal, including uploading/downloading information and resolving access issues. Address and resolve client problems or forward them to the appropriate person for resolution.
• Preparation of Client Engagement Letters- When requested assist with the preparation, creation of Value Pricing tables and engagement letters and assisting with delivery of engagement letter to client via email.

Client Support (Internal) Duties

• Monitor Client Support Outlook Account (internal requests)-Monitor and action internal requests from tax team.Includes engagement letter creation, tax task creation, lead creation, and other various requests.
• Client Portal Downloads- Downloading client documents to appropriate client folders and moving tax tasks in project management system where appropriate and notifying tax manager.
• Setup New Clients and Maintain Client Database- Enter new client information into the database and create initial tasks and assignments. As required update client information upon request and verify accuracy.
• Incoming - Outgoing Mail/Shipments and Document Management-Handle all incoming mail and shipments into the office, including organizing, scanning and distribution to the correct document management system, using proper file naming conventions (where applicable). Prepare and mail tax/accounting packages via Canada Post, and/or courier, while also ensuring proper documentation and tracking in the project management system.
• Serve as Backup Receptionist and Check Voicemail- Answer phones and greet clients in the absence of the primary receptionist, performing basic reception duties. Check Voicemail messages in the CS inbox and distribute.

Perform Other Duties as Assigned

• Support team initiatives and special projects as assigned.
• Adapt to changing priorities and contribute to the overall success of the team.

Core Competencies

• Organizational & Time Management
• Communication Skills
• Adaptability & Problem Solving
• Professionalism & Integrity
• Attention to Detail

Qualifications & Experience

Education

• Bachelor's degree or community college diploma in Business Administration, Project Management, or equivalent preferred.

Experience

• 1-3 years of experience in customer service within an accounting or professional service firm preferred.

Technology/ Computer Skills

• Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
• Experience with tax preparation software such as CCH Axcess Tax or CCH iFirm
• TaxPrep is considered an asset.
• Demonstrated ability and willingness to learn new technologies and software applications.

Working Conditions

• Occasional work outside standard business hours may berequiredduring peak periods and filing deadlines.
• Must comply with the organization's office attendance requirement policy, including role-specific expectations regarding in-office presence and scheduled workdays.
• Trowbridge Professional Corporation is committed to providing an accessible recruitment process. If you require accommodation during any stage of the recruitment process, please contact Human Resources