Client Success Representative

Welcome to a unique collaborative environment where financial services meet tax credit expertise. At FinTitan and ERTC.com, we are united in our mission to help businesses navigate through financial complexities and recover from the pandemic's impact. As a member of our team, you will have the unparalleled opportunity to work across two industry-leading companies that are shaping the future of financial services and tax credit services.

Fintitan is a fast-growing advisory firm that helps U.S. companies unlock valuable federal tax credits and other government incentives while delivering measurable financial impact for small and mid-sized businesses. Our mission is rooted in helping business owners recover capital through proactive outreach and trusted consultative selling. As a high-velocity startup, we offer a growth-oriented environment where individual insight and performance directly drive financial clarity and company expansion. Our culture is data-driven, transparent, and collaborative, rewarding precision, accountability, and initiative.

ERTC.com is the nation's largest Employee Retention Tax Credit (ERTC) company. We are dedicated to maximizing refunds and minimizing risks for small businesses. Our team of licensed American CPAs and tax specialists work tirelessly to ensure businesses get the highest possible funding.

Position Summary

The Client Success Representative serves as a primary point of contact for existing clients. This role is responsible for maintaining proactive, professional communication by providing timely status updates, answering questions, requesting and collecting required documentation, and ensuring client files remain accurate and complete.

This is a high-volume, phone-based role requiring consistent daily outbound dialing and substantial talk time. The Client Success Manager is expected to confidently engage clients by phone and email, follow up persistently on outstanding items, and keep each case moving forward efficiently.

The ideal candidate is highly organized, client-focused, detail-oriented, and comfortable working in a metrics-driven environment. The Client Success Representative helps move each application efficiently from initial submission through review and completion while delivering a responsive, positive client experience.

Responsibilities

• Conducting high-volume outbound calls and maintaining daily talk-time goals.
• Providing timely client status updates and next-step guidance.
• Interfacing daily with multiple clients via phone and email.
• Gathering applicant financial information and required documentation.
• Validating the completeness of submitted documentation.
• Following up on missing information and outstanding documents.
• Maintaining accurate client notes and records in inernal systems.
• Ensuring compliance with ERTC program regulations.
• Submitting complete employee retention tax credit packages.
• Meeting established performance metrics for dials, talk time, follow-up, and file completion.

Requirements

• Bachelor's degree preferred but not required
• Minimum of 1 year of call center, client service, or sales experience.
• Comfortable making a high volume of outbound calls and maintaining daily talk-time goals.
• Comfortable sitting for 8 to 9 hours per day while managing phone-based client communications.
• Clear, confident, and professional phone communication skills.
• Quick thinker with strong active-listening and problem-solving abilities.
• Career-minded, self-motivated, and driven to exceed expectations.
• Strong written and verbal communication skills.
• Excellent client service and relationship-building skills.
• Experience in sales, account management, or relationship management preferred.
• Highly organized, detail-oriented, and able to manage multiple client files and priorities.
• Comfortable gathering, reviewing, and following up on financial documentation.
• Ability to identify missing or inconsistent information and communicate requirements clearly.
• Proficient with CRM systems, email, Google Workspace, and internal workflow tools.
• Comfortable multitasking in a high-energy, fast-paced environment.
• Ability to work independently while collaborating effectively with sales, accounting, and operations teams.
• Comfortable working in a metrics-driven environment with goals for dials, talk time, follow-up activity, and file completion.
• Positive attitude, strong work ethic, and a sense of urgency.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account
• Employee Assistance Program
• Paid Time Off
• Holiday Pay
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• Weekly lunches and stocked break room

Additional Information

This job description outlines the primary responsibilities and expectations of the role but is not intended to be exhaustive. Responsibilities and duties may evolve based on business needs and company growth.

Equal Opportunity Employer

FinTitan is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.

Employment Status

Employment with FinTitan is at-will and may be terminated by either the employee or the company at any time, with or without cause or notice, in accordance with applicable law.