Sr Tax Research Analyst

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We are seeking a dynamic, customer-focused individual to join our team as a Sr. Tax Research Analyst. In this role, you will be responsible for minimizing financial risk related to penalties & interest by researching tax filing cases, identifying customer and UKG culpability, submitting abatements, and partnering with agencies to recover funds. Interact with customers, agencies, internal business partners, and leaders to gather facts and complete research to determine culpability. Deliver and report research findings, including issue recap, timelines, root cause, and decision recommendation. Additionally, you will contribute to the development and improvement of resources, processes, tools, and training to minimize UKG's penalty & interest responsibility. This is an exciting opportunity to make a significant impact on the customer experience and help shape the future of our organization.

Primary Duties and Responsibilities

• Research penalty & interest cases to determine root cause.

• Document fact-finding details and timelines to support recommendation for resolution, including customer and/or UKG financial responsibility.

• Collaborate, engage, and build partnerships with cross-functional teams to gather additional information and facts needed to determine root cause.

• Present clear and concise penalty & interest case updates needing approval to senior leaders.

• Engage with directly customers verbally and in writing to provide an explanation of findings, decision, and/or case updates.

• Create and build a network of agency connections to assist with negotiating, recovering, and abating penalty & interest fees to reduce financial risk.

• Submit waiver and/or abatement letters to agency to recover fees on the behalf of customers.

• Lead and actively participate in meetings to share updates, obtain approval, and promote dialogue of other participants.

• Act as a Subject Matter Expert (SME) for Risk cases, leveraging your expertise to guide and support both customers, team members and internal partners.

• Contribute to the penalty & interest development and enhancement of internal training, ensuring resources and process are up to date, informative, and engaging.

• Track and update penalty & interest cases in Smartsheet to monitor trends and make recommendations for process improvements, training, and system enhancements.

• Stay updated on industry trends, customer feedback, and emerging technologies to continuously improve service delivery.

• Contribute internally to the UKG Team to share knowledge and best practices; contribute to internal projects and initiatives; serve as a Subject Matter Expert (SME) for technical or process knowledge.

Basic Qualifications

• Previous experience in customer support or related roles with a focus on providing exceptional service and building strong customer relationships.

• Proven advanced tax filing knowledge, penalty & interest fees and understanding of the abatement process.

• Excellent communication skills, both verbal and written, with the ability to present information clearly and concisely, along with modifying the message based on the audience.

• Proven ability to effectively negotiate.

Preferred Qualifications

• Bachelor's degree in a relevant field or equivalent experience.

• Proven track record of successfully recovering fees from reporting agencies.

• Strong understanding of Federal, State, and Local agency knowledge, portals, and sites.

• Proven ability to work in a fast-paced environment, handling multiple tasks and priorities simultaneously.

• Familiarity with Payment Services or related experience is a plus.

• Passion for customer satisfaction and a genuine desire to exceed customer expectations.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

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UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].

The pay range for this position is $70,100 to $100,800 however, base pay offered may vary depending on skills, experience, job-related knowledge, and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://https://www.ukg.com/careers