Case Manager

About the role

The Case Manager (also referred to as Account Executive) serves as the primary liaison between ITR Dominicana and its clients. The role focuses on ensuring client satisfaction, managing case documentation, and supporting revenue growth through strong relationship management.

Key responsibilities

• Act as the main point of contact for client inquiries, complaints, and escalations, delivering prompt and courteous service.
• Gather, organize, and maintain accurate case files, ensuring all documentation meets SLA requirements.
• Collaborate with internal teams, including Enrolled Agents, to resolve tax‑related issues and complex client cases.
• Identify new business opportunities, nurture repeat business, and solicit client testimonials to drive growth.
• Monitor client satisfaction post‑resolution and collect feedback for continuous improvement.

Required profile

• Excellent verbal and written communication abilities.
• Strong organizational and time‑management skills to handle multiple cases and meet deadlines.
• Proven client relationship management experience with a focus on retention.
• Ability to work independently in a fast‑paced environment while collaborating with cross‑functional teams.

Required skills

What we offer

• On‑site work schedule: Monday‑Thursday 9:00 AM – 6:30 PM EST, Friday 9:00 AM – 3:00 PM EST (adjusted for U.S. daylight‑saving time).
• Opportunity to develop a career in client services and business development within a growing organization.