Client Service & Intake Administrator

Client Service & Intake Administrator

Position summary

The Client Service & Intake Administrator is the first point of contact for personal tax clients and is responsible for receiving, organizing, documenting, and tracking client information from the time it is received through to preparation. This role is critical to ensuring complete intake packages, clear client communication, and proper file movement during peak tax season.

Purpose of the role

• Provide reliable front-desk and intake coverage during tax season.
• Ensure client files are complete, documented, and ready for preparation.
• Maintain strong client service while protecting confidential taxpayer information.

Key responsibilities

Client service and intake

• Greet clients and respond to phone, email, and in-person inquiries in a professional manner.
• Receive tax packages and verify that required intake documents are included, including questionnaires, engagement letters, direct deposit information where applicable, and authorisation forms.
• Identify missing information at intake and document what is outstanding so that preparers and reviewers can easily understand the file status.
• Ensure client preferences, contact information, and communication notes are clearly captured.

File setup and tracking

• Create, organise, and maintain paper and electronic client files using the firm's current tax-season process.
• Assign or update workflow status as files move through intake, work in process, waiting for client, review, invoicing, signing/payment, and completion.
• Maintain intake logs, file tracking lists, and daily status updates as directed by the Tax Operations Coordinator.
• Ensure files are placed in the correct physical or electronic queue and are easy for the next team member to locate.

Administrative and documentation support

• Assist with scanning, saving, and naming documents in accordance with office standards.
• Support return assembly, signing package preparation, payment/signature coordination, and final client pickup or delivery processes.
• Assist with client follow-up requests for missing documents or clarification.
• Maintain adequate supplies at the intake area and identify issues that may affect service levels.

Confidentiality and client care

• Handle sensitive personal and financial information with discretion.
• Escalate unusual, urgent, or client-service sensitive matters promptly.
• Maintain a calm, organised, and helpful presence during peak periods.

Qualifications and experience

• Strong customer service and communication skills.
• Excellent organisation and attention to detail.
• Comfort using Microsoft Office and electronic filing systems.
• Previous administrative, reception, bookkeeping, or tax office experience is an asset.
• Ability to work onsite on a full-time basis.
• Ability to work additional hours and accommodate flexible scheduling during peak periods.

Reporting and working relationships

Reports to the designated office lead. Works closely with preparers, reviewers, partners/managers, and administrative support staff.

Success measures

• Complete and accurate intake packages.
• Timely client follow-up and reduced intake-related delays.
• Accurate workflow status updates.
• Positive client service experience during peak season.

Please submit your resume and cover letter to btw-hr@bakertilly.ca. 

We thank all applicants for their interest, but only those selected for an interview will be contacted.