First Impressions Coordinator

Position Mission Statement

To serve as the first impression of KFG to our clients, guests and vendors to ensure that all are served with exceptional, white-glove concierge service that exceeds their expectations. To process and manage all incoming information in a timely and professional manner.

Responsibilities and Tasks

• Manage all incoming correspondence (Phone, Fax, Mail, Email, etc)
• White glove concierge service to all KFG clients, guests and vendors.
• Tax in-take and Delivery
• Every client, guest and vendor is greeted with a warm welcome and a fond farewell.
• Clients feel welcomed, cared for, and relaxed.
• All communication and correspondence is addressed and or processed in a professional, warm, and timely manner.

Building and space management

• Manage day to day building needs in the office.
• Open and close the office ensuring safety, security, and client white glove first impression.
• Prepare and maintain beverage stations for the office.
• Maintain all supply inventory and needs for the office.
• Prepare conference room set ups and maintain consistent professional image of rooms.
• Monitor and Maintain Security Camera and processes.
• Maintain and Coordinate safe and clear entryways and sidewalks during winter months.

Client Service

• Provide seamless and streamlined service to our clients as an integral part of the FIT.
• Work a rotating schedule with FIT for non-traditional KFG holidays.
• Provide coverage for other, nearby offices when needed.
• Handle client documents according to department standards and procedures.
• Process credit card payments for departments.
• Maintain all staff employee name and extension database.
• Print and communicate daily appointment scheduling.
• Maintain database of building/office/branch addresses, phones, faxes.
• Process and distribute all incoming mail and packages according to compliance and within time standards.
• Scan documents as requested for advisors and clients.
• Process CRM updates.

Team Involvement and Support

• Participate in the following L-10’s (weekly meetings): FIT/ TAX
• Support service to the KFG team for Team days, Leadership days etc.
• Promote KFG
• Other duties as assigned

Seasonal Tax Admin

• To oversee the tax process in the branch 
• To lead the seasonal tax team in the branch 
• To be available to aid in tax issues regarding team or clients 
• To work with the Tax Season Planning team to continuously better our tax process 
• To offer support to the tax preparers in the branch 
• To keep the team moving forward to achieve the seasonal goals, by keeping all things behind the tax preparers in motion so that we can serve our clients in a timely manner. 
• Oversee daily schedules of seasonal tax team in the branch and ensure coverage in proper areas. 
• Oversee the reports and dashboards provided by Sys Ops team. 
• Utilize reports in Desk to follow up on Returns held for payments and process once payments are received     
• Utilize Tax Admin dashboard to daily watch where returns are in the overall process 
• Utilize dashboards to move invoices along that are not marked as sent on a daily basis. 
• Utilize dashboards to weekly move along the returns that are “Stuck” 
• Oversee the physical returns that are in each branch and confirm that clients are being notified in a timely manner as well as being reminded when needed. 
• Partnering with the Tax CSC to make sure that client contact is happening. 
• Lead seasonal staff and checking in on them throughout tax season to find out how they are doing. 
• Hold bi-weekly tax season stand-up meetings with all seasonal staff being invited to attend. 
• Notify staff of updates and changes 
• Be available to be called in to deal with client concerns.  
• Take Calls from Clients with Concerns (pricing, overall process) 
• Talk Clients through the Client Center 
• Explain tax process and extensions 
• Notify Clients of received docs and status of returns 
• Process uploaded documents (e-files, supp docs) 
• Be available to step in and help with any step of the tax process. 
• Add Opportunities 
• Update DD info 
• Connect with Preparers for revisions and update when rejections come in.  Connect with clients re missing supp docs and questions by preparer per desk tickets 
• Ability to eFile and utilize UT for movement of returns between dashboards (Entigrity), updating accepted and rejected returns, and filing extensions. 
• Enter New Clients in Fusion 
• Have regular communication with Head CPA (Ryan) 
• Point person for Engrity team 
• Point person for Riverbend and other potential firms that we have relationships with during tax season. 
• Edit Opps and request Extensions 
• Work with Tax CsC to provide extensions for our clients  
• Run software to file extensions 

Required Skills and Abilities

• Mastery of administrative procedures and systems such as word, electronic files and records, general office, and equipment functions.
• Exceptional communication skills including written and verbal skills appropriate to individual client situations.
• Must be service oriented with a passion for exceeding client expectations.
• Must be able to thrive in a fast-paced environment.
• Willingness and desire to learn new software and processes.

Education and Experience

• Bachelor’s Degree Preferred