Random
Steps if you are unable to work your shift
1. Offer up your shifts
2. Contact your MPS
3. Complete your compliance/insert reason
Where to research
Help panel, Intuit Assist, Slack, Google
Different levels of service
1. Do It Yourself
2. Live Assisted
3. Live Full Service
Variations of 1040
Variations include Form 1040-SR for seniors, 1040-NR for non-residents, and 1040-X for amendments.
When to do Level 1 Verification
Every single call
Availability vs. Schedule
Intuit Assist
AI support tool trained on vast amounts of data including Intuit specific info.
Offerings of TurboTax Online
Free, Deluxe and Premium
Key Sections of Form 1040
The key sections include income, deductions, credits, taxes owed or refunded, and taxpayer declarations.
Three C's of Documentation
Clarity, Conciseness, and Completeness
TNPS Score
Average survey score and how customers rate you on your survey (THAT YOU SHOULD EMPHASIZE ON AT END OF EACH CALL)
Purpose of IEP
It is designed to enhance customer engagement by providing a streamlined process for handling inquiries and resolving issues.
Benefits of Desktop
Benefits include the ability to work offline, more robust features for complex tax situations, and secure storage of tax data on your own computer.
Information included in a W-2 Form
Wages earned, taxes withheld, and employer info.
How to increase Doc Rate
Create case for each call, close cases not transferred, notate before ending call with customer, make sure all cases are closed at EOS
Reasons to transfer without permission
NEVER
Difference between Screen Share and Glance
Screen share allows customers to share their entire desktop, not just TurboTax. Glance is a specific tool that offers streamlined screen sharing for TurboTax products only.
Benefits of TurboTax Advantage
Main benefits include convenience, cost savings over time, and the assurance of always using the most up-to-date software.
Eligibility requirement for Child Tax Credit and EITC
Based on income limits, dependency status, and residency requirements.
Reasons for Level 2 Verification
E-file status, e-file rejection reason, account activation or deactivation, account recovery
When should you repost your question in Slack?
Never - someone will get to you. WE PROMISE.
IDEAL approach
Identifying the problem
Diagnosing the issue
Establishing a plan
Action on the plan
Learning from outcome
Partner site that handles Form 1040-NR
Sprintax
Common Types of Schedule Forms and Purposes
Schedules such as Schedule A for itemized deductions, Schedule B for interest and dividends, and Schedule C for business profits and losses.
How can you tell if you have a pop-up or engagement?
No cover page