inside sales representative

tax preparer

help desk analyst

customer service representative

software architect

Optima-Tax-Relief

In a nut shell.

From my perspective the training I received was incomplete and dominated my overall experience at the company.   

Training.

 I received about 8 hours of book training where the trainer went over aspects of the main software products I would be using.  Company specific preparation rules such as they don't prepare Schedule C returns with no income, were discussed. The trainer also went over the companies policies and procedures and some of the benefits of working for the company. The trainer was knowledgeable about the subject matter and presented the material in a manner where I was able to pick up most of it pretty fast. After finishing the book I sat with two employees where I was to watch how they did their job. Neither appeared to be expecting me and both momentarily showed slight displeasure.  After the trainer left I apologized for the intrusion and they both seemed ok with me being there.  I sat with both for about 20 minutes each.  One talked about a Schedule C he was working on and how he viewed the expense data he received.  Basically tax stuff that I already knew.  The second person made a call, left a voicemail and wrote a note about what he did.  He then went over a few points of interest in the software.  I didn't realize it at the time but training was over and my situation was to go south from there.

Ready or not!

My first day out of training I was given 60 something clients with each having 1-12 returns in various stages of documents needed and priorities. The problem with this was not the numbers but the expectations given to the clients.  "The tax preparer will call you".  The overall expectation from clients most likely would be something like, I will be called, we go over what is needed and my return will be completed, all in the next couple weeks.  Meanwhile, back to me, its still day one.  I'm trying to figure out how to use the phone system, how to navigate the software.  You know what I mean.  First day stuff.  Second day my client load picks up about another 20 clients.  I also have tickets I must call and resolve.  After dealing with a couple complaints about why I didn't call when I said I would ( some other employee), why the company isn't doing anything for them (I don't know), I find out they both have very short deadlines to submit five returns. Ok, better complete these ASAP.  I also have four clients with a higher priority listed than the others.  Still don't know what this means but I'm guessing they need to be done faster than the others.  Lets skip to day four which was my last full day.  I now have 133 clients with 1-12 returns.  I also have a complaint against me.  Apparently when documents are uploaded by a client there is no notification.  Good to know. Apparently she called and called me.  I have no voicemails on the phone.  There's no system notification.  Or is there?  And finally, to top my awesome day off I get an email from the company.  You have 93, 2018 tax returns to do by October 15, 2019.  The company gave me a target of 30 returns my first month and I was already committed to 98 plus whatever the priority ones come too.  Worse still, there is a 100+ client time bomb lurking. I've called very few clients.  It is only day four and I'm looking like a deer staring into headlights.

I know what your thinking.  30 returns?  Easy.  98 returns?  No problem. Normally  I would agree.  Should be able to get 160 or so over a 160 hour time spam.  I've done this many times.  The process just takes longer here.  I did two in four days.

Additional training:

I said all of the above as a lead in.  All of the negative above (and there was more) could have been avoided.  Every company has legacy knowledge, experience to pass on to the new employee.  Sometimes referred to as "best practice", sometimes its built into the system through software application, sometimes through company rules and procedures.  Other employees were working, doing my same job and had larger loads.  I know there is a way. How to manage the client list. I was just missing this knowledge, I could use my past experience with large case loads but I never had them come all at once like this... and so soon, so I failed.

Ok, here's an example of client management

Day 1.  Start with 20 clients.

1. Assistant tells client, TP will call within 2 days (expectation set)
2. TP reviews case, prepares a review note on what is needed and specifics of the return/s. This eliminates having to review again.  Calls client.  If more documents are needed, gives 5 days to provide documents. If 5 days not met, client goes back to assistant and out of your q until documents arrive. Assistant informs when documents received.  Its back in q... If no docs needed, makes appointment to complete return over phone or do it on the spot.  (client is informed on all scenarios and expectations set in all scenarios)

This can be done for all stages of the entire life cycle of a client.  It sets expectations for both parties and gives you better control over the preparation process.  You can not get behind on this process or things may blow up on you (complaints, bad surveys).  No expectations means calls and problems and waisted time and getting further and further behind.  Stay on top of things.  


Anyways, if you decide to work for Optima I hope this will help get you through those first few days. I hope you do not go through what I did. Good luck!

Management were nice people on a personal level but professionally I found them to be disengaged. Rarely available at their desk to offer assistance or advice. You will become an expert at researching IRS pubs because you're on your own. It's especially insulting when they don't respond to an urgent email but have time to post childish memes in the group chat. Don't take a vacation or get sick as nobody will cover for you while you're away. Prepare to return to a mountain of angry emails from clients. No support from the "family".

Layers of unnecessary bureaucracy cause delays and leads to employee and client frustration. For example, instead of a tax preparer contacting investigations team for an expedited transcript, the request must first go to the team lead of tax prep, who then contacts the team lead of investigations, who then contacts their team member to actually do the work. Usually a day delay between each email because management is unresponsive. A process that should take 5 mins takes half a week. But I guess redundant middle management needs to feel important to justify their job. A large proportion of management don't seem to do much except shuffle tickets around.

No accountability. Sales team will make ludicrous promises to prospective clients to close the deal, collect their fat commission check, then dump the case on your desk. "It's your problem now". Passing the buck is embedded in the company culture. I regularly came across complex cases that had been sitting idle, untouched for a year or more, stuck in an endless loop of being reassigned.

Many, but not all, colleagues were very anti-social. The type that would prefer to eat lunch alone in their car rather than sit in the break room and risk having to have a conversation. This is not the company's fault, of course. To their credit, Optima hosted many social events with free food and drink to encourage bonding but these were always poorly attended by my dept. Which is a shame because colleagues who interact can teach, train and support each other and it just makes work a more enjoyable place to be. Easier to solve a problem with two heads than one. 

Finally, the pay was abysmal. No raises, no annual bonus. Company has begun to offshore jobs to developing countries as Americans aren't willing to work for a pittance. It just seems like the entire company is in  a managed decline. I genuinely wish the company the best and hope they can turn things around but it will require fundamental changes.

What is the best part of working at the company?
One of the best parts about working at the Optima is the opportunity for growth and development. I appreciate that there are clear paths to grow within the organization, along with consistent leadership and transparent communication that help employees feel supported and informed.

What is the most stressful part about working at the company?
One of the more stressful parts of working at the company is the commission-based aspect of the role, since income can sometimes feel uncertain depending on performance and market conditions. However, that same structure can also be a major benefit, as it creates opportunities for higher earnings and rewards hard work and consistency.

What is the work environment and culture like at the company?
The work environment is structured and supportive, with clearly defined roles and responsibilities that help employees understand expectations and succeed in their positions. The company also offers flexibility with scheduling, as long as employees are meeting their required hours and responsibilities. In addition, the company places a strong emphasis on culture and team connection, with regular in-office and off-site events that help bring employees together and create a positive workplace atmosphere.

What is a typical day like for you at the company?
I get in between 6 and 8 AM, then speak with perspective clients and current clients until I take my lunch break between 10-noon. It's the same after lunch. I typically do scheduled appointments in the afternoon. I usually leave between 3 and 5, depending on when I arrive.

I’ve been with this company for 7 years, and one of the biggest reasons I’ve stayed is because of the growth opportunities they provide. I started in a customer service role with absolutely no experience in taxes and throughout the years the company has consistently invested in my development. With the support, training, and encouragement I received, I was able to grow into the Quality Assurance team and eventually moved into a leadership position.
This company genuinely believes in promoting from within and helping employees succeed  professionally. Their core values are not just words on paper,  they are reflected in the culture and the way employees are treated every day. I’d
describe the  work environment as positive, supportive, and team oriented. Departments are encouraged to celebrate milestones together, whether it’s birthdays, monthly potlucks, or quarterly offsites where everyone gathers to recognize work anniversaries, promotions, and important IRS updates. 
 Overall, this has been a rewarding place to build a career while working next to many like minded people who are motivated and supportive. One thing I would recommend to anyone applying is to view this as a career opportunity rather than just a job. There is so much room for growth if you are willing to put in the work, show up for yourself, and take your role seriously. Leadership notices hard work and dedication, and there are real opportunities to advance within the company. 

Optima has great team leads and managers who are always available to assist and go above and beyond for employees. I cannot say the same thing about the upper management team for the exception of the CEO who is a great and caring leader. The “Director” for customer service is non existent yet changes in protocols and workflows are always being changed by her with no explanation and zero opportunity to voice your opinion. If you get lucky to bring your concerns to her you are guaranteed to get 100% pushback from her. She constantly goes over the direct authority of leads and causes major confusion in our workflow. She’s a major MICROMANAGER, but somehow never has time to answer direct questions or meet with you, go figure. A department of 50+ employees cannot advance in this company due to her lacking vision of advancement or ( made up protocols on the fly, disciplinary action taken for petty mistakes, etc) she will find a way to hold you back. Optima is okay but definitely could be better. There is a lot of contradictions here with what the company says they want for employees vs what they really do and the client care director is no help to prove otherwise. Good company to work for as a stepping stone, if you have zero experience , and easy to get hired they’ll hire anyone.

I love working at Optima Tax Relief. From day one I felt welcomed by a supportive team and leaders who genuinely care about employee growth and success. Our CEO is amazing — inspiring, approachable, and clearly committed to the company’s mission — and the management team is equally outstanding, providing clear direction, encouragement, and genuine support.

The training and resources here are exceptional. I’ve been able to develop my skills quickly and take on new responsibilities with confidence. Leadership provides regular feedback and there are ample opportunities for advancement and professional development.

I also want to highlight our recruiter Christina — she’s amazing, communicative, and truly goes above and beyond to find great fits and support new hires through onboarding.

What I appreciate most is the mission-driven focus: we truly make a difference for clients facing stressful tax issues, and that purpose makes the work rewarding every day. My coworkers are talented, friendly, and always willing to lend a hand, which makes coming to work enjoyable.

I highly recommend Optima Tax Relief to anyone looking for a company with strong values, excellent training, and a supportive leadership team. It’s a great place to grow your career and do meaningful work.

It is hard to find the firm that has it all especially in tax resolution business. This is the firm that can be trusted by all parties. It complies with tax law, properly staffs to ensure that all clients get service and it is generous to employees. 
The management will stand behind you to do the right things when representing clients before tax authorities. 

When I first started, the company was about half the size of what is now. The management greeted everyone by their first name. The firm grew so fast that it turns into more corporate environment and lost it's big family charm. But employees gain more benefits such as better health insurance, retirement plan and more organized administration and support. 

People who do good work always be valued. There are a lot of rewards for quality works. The management will leave you alone doing your things but when you need help they always have opened door policy.

This is a good firm for mature professionals who take pride and take ownership of their work.

No complains at all. Management is surprisingly really chill and helpful. There's free coffee if you're into that, and potlucks every month, you don't even have to bring anything just show up, eat, socialize, no one judges it's a team bond thing.  The company has good culture, my department is great, we can have some laughs here and there but if that's not your thing you can also just sit at your desk, handle your tasks, and no one will be breathing down your neck. The managers are very understanding and flexible when you have to miss a day or leave early just don't be a Dbag and abuse it(You might just ruin it for everyone). My work load is not demanding or hard since they give you all the resources you need to do the job. I love how I can just show up, sit on my @55, do my work, socialize, then go home and forget I even have a job, there's no burn out so still have energy for hobbies(Unless you have a nagging spouse lol). The only thing I'd change is my hours, which is possible but you have to earn that just like remote work days which is fair so my review still stands at 5/5.

What is the best part of working at the company?
I’ve had a positive experience working at Optima Tax Relief. The company provides a supportive team environment and strong leadership that is focused on growth and results. There are clear expectations, and employees who are motivated and consistent have opportunities to succeed. Overall, it’s a fast-paced workplace that rewards hard work and teamwork.

What is the most stressful part about working at the company?
At times, the workload can be fast-paced, especially during busy periods, but the team is very supportive and it’s a great place to grow and stay motivated.

What is the work environment and culture like at the company?
It’s a dynamic environment where things move quickly, but it creates a lot of opportunities to learn and grow. Leadership is engaged, and there’s a strong emphasis on internal development.

What is a typical day like for you at the company?
Most days are pretty fast-paced with a steady flow of work, but it keeps things interesting. There’s a good balance of staying focused on your tasks while also working alongside a supportive team.

You will be placed in a niche position- like you only do RO cases, or only audits, or only OICs, or only setting up payment plans and currently-non-collectibles. They don't allow you to learn other types of tasks even if you want to, so you get professionally stunted. 

The management changed, so that former sales team are now in charge of the servicing side.

They treat EAs and Attorneys like salesmen. It's all about "hitting the numbers" and closing a set amount of cases per month, which goes up. They don't care about quality work, just that you "close" more cases. If you don't close enough you get written warnings, even though the timing of cases settling is often out of your control.

Also your base salary will not go up, you only get raises via commission for closed cases, which doesn't amount to a lot. If you do the payment plans and CNCs, you only get commission on the payment plans even though setting up CNCs is harder.

Due to so much expansion, the company just recently opened up a nice brand new office...but only for its sales team. All the EAs and Attorneys are still stuck in the old office. That just shows you where the priority and attention is.

Top Job Titles	Average Salary
Inside sales representative 6 salaries reported	$130,000 per year
Tax preparer 13 salaries reported	$21.12 per hour
Help desk analyst 36 salaries reported	$16.39 per hour
Customer service representative 1 salary reported	$21.38 per hour
Software architect 32 salaries reported	$106,250 per year

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