Description: The Client Support Specialist - Tax performs various administrative and engagement-detailed work of a responsible nature to support client serving partner(s) and other key engagement team personnel. This individual handles differing situations, problems and deviations in the work of the department or work unit according to general instructions, priorities, policies and program goals. This individual also serves as a facilitator who may coordinate deadlines and either handle them directly or, through others, handle project coordination and completion. In all cases, tasks performed, documents/schedules produced or data entered should be reviewed for accuracy by Tax professionals on the engagement. Tax professionals on engagements should not rely on any formal accounting or tax knowledge or 'professional judgment' by the Enterprise Support Services (ESS) staff member, nor should the ESS staff member provide 'professional advice' to clients, as defined by the Statements on Standards of the Tax Practice, or any other advice to the client. ResponsibilitiesEstablish a systematic method for self and/or engagement team to track and meet time and utilization commitments and the completion of tasks. Communicate and appropriately escalate delays. Schedule own time effectively, meet set deadlines and deliverables communicating delays appropriately. Communicate time at offsite locations to appropriate management. Demonstrate knowledge of engagement and practice group deadlines and utilize calendar/engagement management tools effectively. Assist with various non-technical aspects of client engagements by scheduling activities, confirming changes or delays and making necessary changes. Communicate filing deadlines in a timely manner and keep a calendar for each client, subsidiary and/or deliverable. Format, draft, update and/or edit forms, reports, templates and other engagement documents for review by engagement personnel. Follow an organized or standardized filing/document management process for electronic and paper documents and adhere to record retention policies and procedures. Proactively share knowledge of specific practices, procedures and tools. Effectively import/export information from manual reports or specialty practice automated systems to create spreadsheets, reports. Effectively maintain client engagement document control and implement filing system policies and procedures. Effectively maintain and organize documents on databases and file servers in compliance with document retention guidelines. Develop, edit, manipulate and proofread various engagement documents in compliance with firm standards, with limited guidance. Utilize an organized or standardized document naming convention and file storage system. Clarify instructions and establish deliverable timelines. Add value by applying knowledge to the work processes and resources, structure, and business of the firm, practice and specialty group, including when and how to access them. Act as liaison to facilitate proper flow of information to verify necessary actions are taken. Address and resolve non-technical issues and questions. Effectively participate in practice/engagement specific non-technical processes utilizing appropriate tools. Identify and assist in implementation of process improvements of practice/engagement processes and procedures. Maintain professional relationships with key internal and external client contacts, gaining recognition as a business partner/resource on non-technical questions and issues. Accurately perform data entry and data manipulation utilizing practice/engagement specific tools and databases. Perform quality check of client deliverables, confirming inclusion of all appropriate attachments. Work with firm standard technology, technical equipment and other relevant practice or engagement specific software applications. Know how to access firm knowledge and other relevant business information. Demonstrate proficient use of engagement or practice specific applications and tools, including updating, populating and maintaining data. Use advanced functions of firm standard technology and engagement/practice specific tools and software. May assist others in the use of technology tools. Maintain database and document repositories with knowledge objects, client deliverables, etc. Apply fundamental knowledge of internet/intranet search capabilities and core functions of Lotus Notes. Perform and filter basic research with guidance. Apply technology related regulations and restrictions to day-to-day work processes. Develop and/or apply macros/templates within function specific and firm standard software. Ability to anticipate and respond to the changing environment in a practical and effective way, enabling others to do the same. Explain to colleagues and clients how environmental changes alter how we do things. Take a lead role in resolving uncertainty among peers. When talking about change, illustrate what you mean with practical examples. Help colleagues see the need for change by addressing the fundamental improvements they will help bring about. Ability to put our emphasis on teamwork into practice through being a great team member, and/or team leader, promoting cooperation within and between teams across Ernst & Young. Help all team members feel they belong. Widen your knowledge by participating in teams drawn from other areas of Ernst & Young, including virtual teams. Recognize when team dynamics are adrift and work to put them right. Assemble the right team to achieve business goals by creating the right mix of skills and the right conditions. Stimulate skill development by encouraging team members to learn from each other. Create the structure and conditions to allow information flow within a team. Stay positive and focused when team dynamics are difficult. Promote openness and involvement from all team members. Help the team resolve conflicts and issues. Solicit a constant two-way flow of input and feedback. Ability to apply your knowledge of the business and the industry to identify the real issues facing our clients and provide innovative and pragmatic insights and solutions while adhering to our independence and Quality and Risk Management (QRM) policies. Determine whether a business need or solution requires a supporting change management effort. Assimilate unfamiliar issues rapidly. Anticipate process, structural or political issues that could affect the success of our work. Blend data, firm policies and judgment to devise a range of workable solutions. Solve complex problems in your own and other's fields, evaluating the benefits and likelihood of success. Alert clients to technical developments pronouncements in their own and related industries. Communicate effectively with critical stakeholders to increase a solution's chances of success. Ability to focus efforts on external and internal clients, address their present and future needs, provide quality service and ensure client satisfaction. Anticipate what clients will want and follow up to check that they're completely satisfied. Demonstrate the value of the team's work by keeping the client up-to-date, and explaining issues, approaches and solutions (i.e., manage expectations). Help colleagues understand the broader picture of technical, ethical and financial needs. Analyze client needs beyond own responsibilities to understand the context for the current work in progress. Ensure that the team knows who the important and potential leaders are in client teams. Involve clients when planning and preparing work/assignments, and treat them as key members of the team, helping them to understand the policies (firm or regulatory) that impact on their business. Ability to explore and understand the key drivers affecting Ernst & Young and our clients within the broader business environment. Articulate how different cultures impact the way business is managed across countries. Maintain an external focus by keeping up-to-date with professional organizations, markets, trends and legislation. Discuss key client developments in a way that furthers team members understanding. Analyze the client's business environment (e.g. industry) to understand the context for the services Ernst & Young offers. Alert clients and colleagues to social, economic and demographic trends likely to affect Ernst & Young and our clients' business. Ability to deliver projects effectively by splitting them into their component activities and making sure each component is assigned, prioritized and monitored. Set up full project plans rapidly for small project teams, including: objectives, milestones, priorities, team, calendar and nature of deliverables. Monitor teams' progress and regularly update stakeholders on potential overruns and changes; re-negotiate timelines and budgets if necessary. Balance multiple priorities by considering risk, importance, level of urgency, political impacts and other linkages. Work with team members to break complex goals into 'bite-sized' chunks. Use the right project tools and methodologies for your practice. Alert stakeholders when project scope changes; make the implications clear. This individual must be available for overtime, as needed, and must have an excellent attendance and punctuality record. |
Requirements: To qualify, candidates must have:
- a bachelor's degree in a related discipline, or equivalent work experience
- approximately 5-7 years of related work experience
Knowledge and Skills Requirements
- Effective interpersonal and communication skills and the ability to interface with personnel at all levels, both orally and in writing
- Ability to improve standardized best practices and service deliveries to accomplish firm, group, customer and/or individual goals
- Ability to meet new challenges with an open mind and an optimistic response and take initiative by anticipating customer needs and completing assignments without request or discretion; an understanding and demonstration of firm values
- Ability to quickly gain in-depth knowledge of the firm's structure, key personnel and organizational policies and procedures, in addition to a functional knowledge of a professional services environment
- Ability to successfully manage and coordinate simultaneous projects with multiple-level tasks and functions independently, while exercising good judgment
- Proficiency in the use of standardized software and hardware applications, including MS Word, Excel, and Lotus Notes
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