WORK CENTER BASICS
What dashboard tab shows all active client issues AKA Escalation that require leader attention?
Escalations Tab
What filter shows how long a return has gone untouched?
The Age filter
Why is the Age filter so important for managers?
It prevents returns from being forgotten or aging out
Why should offices use Fulfillment?
It prevents bottlenecks and allows returns to move even when the office is busy
A return is over 72 hours old with no updates. What would Justin do?
Pick up the phone! Call the client!
Leader Review Needed” items usually indicate what?
Tax pro coaching opportunities or returns waiting on leader action
If “Incomplete Return Holds” keeps increasing, what must a leader do?
Coaching - Review work load with Tax pro - Create a plan. Ensure all WIPs have an appointment.
Which filter helps identify clients most likely to convert quickly because they’re getting money back?
Federal Outcome filter — “Refund”
No Preparer Available! What's your script?
A client has been sitting in AOL for 7 days! What would Justin do?
Re-send the AOL Link! Call the client with the update! Update Hold Notes.
What happens if a return stays in Past Due for too long?
Client dissatisfaction, delayed refunds, and lost revenue
What Items are indicated as Low Hanging Fruit!
Pending Payments / Signatures / Clients With Refunds!!!!
A return shows as old but has no notes in Messages. What should a leader do first?
Contact the client! How has your service been? When would you like your return completed by?
No available capacity means?
Office/district has less than nine hours available within the next 72 hours.
A tax pro consistently lets returns age in WIP. What would Justin do?
Coach them, set clear expectations and a plan, Ensure all WIPs have a future appointment.