Bilingual Researcher Job at Octagon Consulting, LLC, Houston, TX

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  • Octagon Consulting, LLC
  • Houston, TX

Job Description

The primary purpose of this position is to perform tasks related to taxpayer contact and case resolution, including specialized research on client’s or other third-party sources, for the Homestead Exemption Audit (HEA) business.

Responsibilities and Duties

  • Perform contact center operations for HEA clients’ taxpayers.
  • Answer telephone responses to HEA letters and other communications.
  • Provide first level explanations for the letter sent by the HEA business on behalf of our Appraisal District clients.
  • Under the direction of the call center manager be ready to answer telephone calls, logging in and out according to availability.
  • Under direction of the HEA Policies and Procedures, ask appropriate questions to establish the validity of HSEs claimed by owners or other taxpayers.
  • Establish a professional communication style with incoming telephone callers, identifying who is calling, and which letter or case is the subject of the call.
  • Log appropriate responses as event notes in the case management system and update status or dates as specified in the HEA Policies and Procedures.
  • Research specific aspects regarding homestead exemption eligibility, ownership, and residency.
  • Use a third party research system and identify discrepancies with the case data and recommend outcomes of facts or evidence.

Qualifications

  • Excellent communication skills; able to speak to and understand taxpayers and other callers regarding the issues at hand.
  • Ability to work independently and in team environment to meet deadlines and fulfill research objectives.
  • Use creative/new research techniques after exhausting research without results.
  • Ability to learn new system and procedures.
  • Knowledge of some Microsoft Office products desirable.
  • Ability to be polite and professional with callers who may seem irate or demanding.
  • Ability to communicate with project and client staff about results of research and provide or request evidence when required.
  • Ability to research and document results of cases assigned.
  • Ability to remember and document conversations with callers.
  • Ability to work well with diverse groups to accomplish project goals.

Education & Experience

  • Post High school or equivalent experience required.

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