Initial Call
Within how many business days must you make the Initial Call (and when must you call immediately)?
What is within 24hours, or immediately if a threat is made?
What is a 911 Case?
What is when a client threatens to hurt an employee or the company?
The team that must make the first outreach attempt when a client wants to cancel within the fist 15 days of singing up?
What is Sales (SO)
Client ask for a refund , P2 summary completed but no threat? what is the goal of the initial call?
What is understanding of why the client doesn’t want to move forward, while educating them on the process and reviewing the refund policy.
A formal agreement that allows the taxpayer to pay their liability over time, but usually requires minimum monthly payments based on ability to pay.
“What is an Installment Agreement?”
What type of Logics note must be created, pinned, and highlighted during the Initial Call process?
What is a Client Success Note?
What would you ask if the client says, "I can do real damage"?
This review step helps CS determine whether the case should be handled by Sales or themselves if it lands with CS first?
What are verifying the P2 addendum date and confirming the first cancel/refund mention?
Sales should only use this case status after attempting to handle the client's concerns.
What is P1 Cancellation Status?
A resolution option for taxpayers who cannot afford to pay their full tax liability, allowing them to settle for less than the total amount owed if they meet strict IRS financial criteria.
“What is an Offer in Compromise?”
If a client insists on a refund or cancellation, what must you inform them you need to do?
What is conduct a thorough case review to justify their request ?
What should be tell the client if they mention self harm?
What is telling the client we take those concerns seriously, and we will contact local authorities?
This must be documented when reviewing a case that came straight to CS?
What is the first mention of “cancel/refund/threat”?
CS becomes involved only when the client does this after speaking with Sales.
What is demands refund or threatens ?
A temporary status where the IRS agrees the taxpayer cannot pay anything toward their balance due to financial hardship. Collections pause but the debt is not forgiven.
“What is Currently Not Collectible (CNC) status?”
Can we communicate with a third party about a client’s case without proper authorization?
What is no — we need a signed Third‑Party Authorization Form?
What should you not do when a client is emotionally escalated?
What is engage in back‑and‑forth conflict?
Before CS works a case, this team attempts a save first in AdServe escalations?
What is Mina’s team?
If the P2 Summary was never completed, this level of refund is recommended.
What is a full refund?
A program that may remove certain penalties if the taxpayer has filed and paid on time for the prior three years and has met requirements in the year the penalty occurred.
“What is First-Time Penalty Abatement?”
What is the goal of the initial call?
What is hearing clients concerns?
What do we do if a client threats to come to the office and harm the company?
What is cancel and refund?
Who makes the first attempt to de-escalate before sneding the case to Sales/AdServe or CS?
Who is Servicing Team Leads?
This is the outcome we aim to avoid when dealing with dissatisfied clients.
What are negative reviews?
A payment arrangement where the taxpayer pays monthly but will not full‑pay the balance before the IRS collection statute expires, resulting in the remaining balance being written off once the statute ends.
“What is a Partial Payment Installment Agreement?”