POSITION SUMMARY
The Member Enrollment Specialist for Optima Tax Relief, LLC (“Optima”) is located in the Santa Ana, California office and reports to the Senior Director, Specialty Products. This role operates from our high-energy call center environment and serves as an initial point of contact for prospective members seeking solutions to challenging tax situations. This is a fast-paced, results-driven role where the ability to connect, qualify, and move leads through the pipeline directly impacts members’ lives and earnings. The role connects with prospective members seeking solutions to challenging tax situations, identifies qualified opportunities, and partners with expert Tax Associates to create a seamless member experience. This role must also champion Optima’s culture and Core Values and help deliver a positive member experience.
ESSENTIAL DUTIES & RESPONSIBILITIES
The essential functions include, but are not limited to the following:
- Make 100+ outbound calls daily to connect with potential members struggling with tax issues.
- Use sharp communication and probing questions to assess potential members’ needs and qualify leads, ensuring only the best opportunities move forward.
- Ask thoughtful questions, listen with purpose, and identify qualified prospects who can benefit from our services.
- Transfer qualified calls to expert Tax Associates and Protection Specialists, setting the stage for successful wins while maintaining a smooth member experience.
- Partner closely with Tax Associates by connecting qualified members to the right resources and ensuring a smooth and professional transition.
- Leverage CRM tools to track leads and document interactions.
- Build trust and rapport quickly, turning initial conversations into opportunities for life-changing financial solutions.
- Monitor call metrics and conversion rates, collaborating with the team to achieve daily and weekly targets.
- Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).
- Other duties as assigned.
In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.
QualificationsEDUCATION AND EXPERIENCE REQUIREMENTS
- High school diploma or equivalent education required.
- One year + of sales experience in a call center, outbound sales, telemarketing, or B2C is a plus.
KNOWLEDGE, SKILLS,& ABILITIES
- A driven, positive mindset and "get-it-done" attitude.
- Excel at communication, building trust over the phone with empathy and confidence.
- Thrive in a high-volume environment, juggling multiple calls while staying organized and focused.
- Strong work ethic, commitment to excellence and determination to succeed.
- Meticulous attention to detail and high sense of accountability.
- Tech-savvy and comfortable navigating CRM systems and Microsoft Office to manage leads and data.
- Coachable mindset and eager to learn and adapt in a dynamic, fast-paced setting.
- Team player.
- Strong listening skills with the ability to understand and influence people.
- Have strong listening skills and the ability to understand prospective members’ needs.
Skills Required
- High school diploma or equivalent education
- One year or more of sales experience in a call center, outbound sales, telemarketing, or B2C environment
What We Do
Optima Tax Relief is a leading tax resolution firm dedicated to helping individuals and businesses resolve unmanageable IRS and state tax liabilities. Specializing in tax relief assistance programs, the company provides full-service resolution services, including tax negotiations and audit defense, to help clients overcome financial hardships and secure a better financial future.
