Position Title: Financial Products Support Agent- East

Department: Franchise Technology Support

Status: Seasonal, potentially from November to May, could potentially lead to a permanent position

Reports to: Financial Products Support Manager

FLSA Status: Non-Exempt

Location: Virginia Beach, VA

Pay Rate: Starting at $16.00 Hourly

Start Date: November 2023

Language: English (Bilingual Spanish and French a plus)

Position Purpose

Deliver outstanding customer service in a timely and professional manner via telephone and electronically

Position Responsibilities/Duties/Functions/Tasks

• Deliver outstanding customer service in a timely and professional manner via telephone and electronic communication


• Respond promptly to customer and/or franchise owners’ inquiries


• Handle and resolve customer complaints


• Obtain and evaluate all relevant information to handle inquiries and complaints


• Perform customer verifications


• Practice and ensure compliance with all the organization’s policies and procedures

• Document incidents thoroughly and accurately

Position Qualifications

• Willingness to learn new computer programs and cloud services


• Attention to detail


• Strong verbal, writing, and troubleshooting skills


• High level of customer service and communication skills


• Hands-on experience and knowledge of Windows 10


• Able to quickly adapt to new workflows and projects


• Fluent in English

Position Requirements

• Capable of working from Liberty’s corporate office


• Capable of working remotely using your own device (During rare situations that the office is unavailable)


• Capable of making phone calls using your own device (During rare situations that Liberty’s telephony is unavailable)


• Windows 11 computer


• The ability to run Microsoft Teams and Google Chrome


• Stable internet connectivity


• Webcam (web conferencing)


• Headset (web conferencing)

Employee Acknowledgement

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, or technological developments).

Liberty Tax is an equal opportunity employer.