General
Client is unresponsive after 5 attempts have been made during Welcome Call, What is the protocol?
After 3 attempts, no case should remain in Welcome Call. If you make 2 more attempts and it's been over 30 days since the Welcome Call with no response, email your TL to have them contact Sara for further direction.
If a client is upset and requests to speak with a supervisor, should you agree and create a ticket for the request?
Before creating a ticket, try to deescalate the situation by exploring all possible solutions. It's important to connect with the client, understand their concerns, and see if the issue can be resolved without escalating. Sometimes, clients just need to feel heard, and their concerns can be addressed directly.
If a client gets upset when you reach out to conduct a CIS interview, claiming they’ve already provided the information, how would you respond.
I understand that you've already provided some information earlier, but as your case manager, there are additional areas I need to review in order to ensure we find the best possible resolution for you. Additionally, expenses can change over time, which is why it's important to go over everything again.
When requesting final documents, what should you communicate to the client to ensure timely delivery?
Provide the client a deadline.
If a client is upset with the options presented and does not agree to move forward, what can you ask them to help encourage a reevaluation of their case?
If a client is upset with the options presented and does not agree to move forward, you could ask if their income has changed to see if that might impact their decision.
If a client is requesting to speak to the SO what is the Protocol?
Ask the client what the call is regarding.
If the client wants to discuss billing, email Eric J, CC your TL and Sara A (excluding BTR), and provide context (e.g., Client has questions about their payment).
For any other reasons, refer to Jay or your team lead for further direction.
What strategies can be effective when managing an escalation?
- Take a deep breath
- Remain calm
- Show that you are listening
- Speak clearly
- Avoid confrontation or matching the client's tone
When closing out a case where the client is eligible for an OIC, and you've informed them about it and the transition to OIC review, but the client refuses to proceed, what rebuttal would you use?
Let the client know that it's worth going through the process, as it could provide additional benefits for their tax situation. This could allow them to reach a more favorable settlement agreement.
If a client is being difficult about sending the final documents needed, what can you do to ensure they understand the importance of providing those documents?
Let the client know that without the final documents, they are still at risk of garnishments, collections, and levies. As their case manager, it's important to ensure they are fully protected, and submitting these documents will help move their case forward and avoid further issues.
If an IA is presented with a 72-month time frame, will the client have to pay for the full 72 months?
No, the 72-month time frame is what the IRS expects for payment. However, you can inform your client that they can make voluntary payments to reduce their liability more quickly. They will remain on the IA until the tax debt is fully paid off.
During a Welcome Call how do you verify Services we will be conducting for the client?
- Addendum
- Service Tab
- P2 Summary
- SO's Notes
What steps can you take to minimize escalations?
- Set expectations
- Set the tone
- Create on going task
- Have communication with your client
The client is informed of the available resolution options but objects, stating that penalties and interest will keep accumulating. The client insists that penalties and interest should be halted, what should you explain to the client?
Explain penalties and interest is an act of congress. We cannot legally stop as a result.
Explain that when PRO can negotiate this agreement, they will review for possibly penalty abatement eligibility.
When requesting updated financials, which status should the case be categorized under, and what other reasons might the case fall under final docs?
2. Final info for CNC, PPIA, 433-D or other important information the Pro is requesting.
If you're unable to reach the client to present options, is it acceptable to send them an email outlining their options?
No, however we can recap the present options after we spoke with the client, but we should never present options via email.
Time Frames: What is the contact time frames below:
- Tickets from Liliana? - Initial Welcome Call? -Present Options? - Final Docs
Time frames below:
- Tickets from Liliana? within same day; even if you contacted the client the same day
- Initial Welcome Call? Same Day
- Present Options? Same Day then every 3 days
- Final Docs? Every 3 Days
The client is frustrated by the lack of communication. How can you reassure the client and move forward with the case?
Take accountability, own up to the communication breakdown and reassure the client that the situation will improve moving forward.
When a client says they were promised a reduction or hardship, what can you explain to them about what they were told?
I apologize for any misunderstanding, but we do not make promises or guarantees. After the tax professional reviews your case, these are the available options.
What steps can you take to prevent your case from being returned to Final/info docs?
Go over Pro-Review checklist.
The client is informed that the only available resolution option is IA (as they are not eligible for CNC), but they are objecting, stating they cannot afford any payment plans but also have a DI. What can you tell the client for the reasoning behind their options.
Explain what IRS standards are and how the IRS determines this information
Educate the client on what expenses they are above standards
Instead of referring our financing partners as a 3rd party loan company or a loan company what other terms can we use?
- Financing
- Installment contract
- Service payment contract
When managing inherited cases, what is the correct protocol, and what should you avoid saying to prevent an escalation?
When contacting the client, set the expectation by letting them know your part of the case management department and ensuring their case progresses. Avoid telling the client that you're their newly assigned case manager.
If a client asks why you’re using their gross income instead of their net income, how would you respond?
The IRS goes off the Gross Income, the IRS bases calculations on gross income but they also deduct taxes, recognizing that gross is not the actual take-home amount.
Once you've collected all the documents from the final/info status, which status will you route them through to ensure the pro receives them?
If the information pertains to CNC, you will submit it under "Pro Submit CNC." If it's PPIA, you will submit it under "Pro Submit PPIA," and for a 433-D, you will submit it under "Pro Submit IA." The case should not be sent back to pro-review.
If the client disagrees with their resolution options, what can you explain to show how those options were determined?
You can refer to the CIS interview and the documents provided by the client to explain how the options were determined.