Optima Tax Relief, LLC - Front-Line Customer Service Team of the Year

Company: Optima Tax Relief, LLC, Santa Ana, CA
Company Description: Optima Tax Relief is the leading nationwide tax resolution firm helping people solve their IRS tax problems and is the largest of its kind in America. We work to build relationships with our thousands of clients and the IRS alike so that we can offer representation to taxpayers with a variety of tax issues. We are committed to delivering an industry-leading experience to our employees and clients,
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Financial Services Industries

Nomination Title: Optima Tax Relief Customer Service Team

Dealing with a financial emergency due to a tax issue is scary, to say the least. When people, unfortunately, find themselves in this difficult situation, Optima Tax Relief’s Client Service and Resolution Support teams become a lifeline, compassionately walking them through the complex tax resolution process to help get life back on track.

The process takes months, sometimes years, which means we’ve had to find creative ways to build client trust, maintain long-term engagement, and speed up the resolution process. In 2018 and 2019, our Client Service department built an industry-leading online client portal that allowed all clients to submit documentation online. Previously, most documents had to be faxed and/or mailed (which is still the industry standard).

With Optima Tax Relief’s one-of-a-kind portal, our clients can now safely and securely upload essential documents wherever, whenever - a huge benefit during the COVID-19 pandemic. Clients upload approximately 50,000 documents every week!

We also formed a Resolution Support team dedicated to supporting our Case Managers and an automated ticketing system for rapid response, allowing us to resolve client issues more than 8 hours faster on average.

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

In late 2019, we completely overhauled our client service business model. Rather than incentivizing traditional KPIs such as outbound calls and the number of calls handled, Optimians (Optima Tax Relief team members) shifted to spending more time with clients on each call to promote greater personal attention for every client. This really helped us raise customer satisfaction in 2020 when our clients needed us the most.

Optima Tax Relief also formed 4 specialized committees to standardize the client experience across all service departments:

1-Talent Acquisition - define what characterizes an Optimian and recruit client-centric team members.
2-Training - provide standardized training for all client-facing teams.
3-Policies and Procedures - document and communicate standards across all teams.
4-Rewards and Recognition - positively reinforce efforts and integrate practices into our company DNA

Additionally, our innovation team built an online “IRS Transcript Puller” tool during the pandemic - a first in the industry. When the IRS shut down, tax transcripts were generally unavailable in the industry and this timely innovation allowed us to service our clients when others weren’t.

Lastly, we created a Veterans Pro Bono Program to serve those who served our country. When a client expresses financial hardship and verifies their veteran status, we gladly provide tax resolution services for free throughout the life of their case, whether that be months or years.

Optima Tax Relief is the leading nationwide tax resolution firm helping people solve their IRS tax problems and is the largest of its kind in America. We work to build relationships with our thousands of clients and the IRS alike so that we can offer representation to taxpayers with a variety of tax issues. We are committed to delivering an industry-leading experience to our employees and clients and are honored to have received esteemed honors such as Orange County Register’s Top Workplaces, Better Business Bureau’s Torch Award for Ethics, and Inc. magazine’s #1 fastest-growing financial services company in America.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):

The results have been astounding. Due to our revised business model and the efforts of our four committees, the average amount of personal attention spent on each client call has increased by 23% and the number of issues reaching our escalation unit has decreased by 35%.

Clients using the Transcript Puller can pull their transcripts in approximately 8-10 minutes whenever it’s convenient, rather than having to spend an hour on the phone.

Through our Veterans Pro Bono Program, we’ve already helped many deserving veterans, for a total of over $127,000 in pro bono services.

And as Optima Tax Relief services a record number of clients (we’ve been named to the Inc. 5000 list of fastest-growing private companies 5 years in a row), our satisfaction rate has stayed consistent. Out of 5 stars, we have ranked 4.8 on Google, 4.5 on Best Company, and 4.57 on Sitejabber. We have also maintained an A+ rating with the Better Business Bureau with an average customer rating of 4.7 stars out of 5, and an A rating with Business Consumer Alliance. We’ve sustained high client care standards during rapid growth, new client care initiatives, dozens of new Optimians hired, and a global pandemic that closed our office and the IRS.

Now more than ever, Optima Tax Relief’s clients are going through some of the worst moments of their lives. Our client service teams treat them with dignity, compassion, and empathy - which has been paramount in our success.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

The attachments of supporting materials include the following:

1-Optima Tax Relief's2-Minute Video: This video provides an overview of Optima's journey this past year. And provides a visual snapshot of Optima's Notice Analyzer, IRS transcript puller, and client video testimonials. https: //drive.google.com/file/d/1W2qIIMFhnX7xEiRlLGECwowPQ7XkvgX6/view?usp=sharing

2- Optima Tax Relief Bill of Rights: The OTR Bill of Rights outlines the commitments that Optima Tax Relief's customer service department delivers to its customers each day. Providing timely responses, maintaining confidentiality, clear and concise communication are just a few of the promises made to OTR clients.

3- Transcript Puller: Screenshots of Optima Tax Relief'stranscript puller that enables Optima Tax Relief to efficiently obtain client tax transcripts in an efficient manner.

4-Notice Analyzer App: The screenshots in the supporting material showhow the notice analyzer works in educating clients on the level ofcollection risk associated with their IRS Notice.

5- A list of Optima's Core Values

6- Powerpoint of Optima's Online Portal: Optima Tax Relief’s one-of-a-kind portal where clients receive a notification on requested documents. And where clients can securely upload documents.

7- Supporting Material Links: This word document includes links to Optima Tax Relief's website and links to the various third-party review sites showing Optima's high star ratings and positive customer reviews. This document also includes a link to an article announcing Optima Tax Relief's recent Top Workplace award and a short video that provides an overview of Optima's journey in helping out its clients this past year.