Senior Customer Service & Tax Processing Specialist – City Income Tax Bureau – Expert Taxpayer Support, Compliance & Process Excellence at brighthush

About brighthush and the City Income Tax Bureau

brighthush is a trailblazing public‑sector organization that is reshaping how local governments connect with residents. At the core of our mission lies the City Income Tax Bureau, the primary hub where taxpayers across the state find clear, accurate, and compassionate guidance. Every day, we translate complex tax regulations into simple, actionable steps, ensuring that every citizen receives timely assistance and a sense of confidence in their tax experience. As brighthush continues to grow, we are looking for a dynamic, detail‑oriented, and people‑focused professional to join our Customer Service & Processing team and help us elevate the standard of public service.

Why brighthush?

Working at brighthush means more than just a job—it’s a chance to make a tangible difference in the lives of thousands of taxpayers. We champion a culture of continuous learning, collaboration, and work‑life balance. Our mission is simple: make tax administration transparent, fair, and accessible. If you share that vision and thrive in an environment that rewards innovation, integrity, and service excellence, brighthush is the place for you.

Position Overview

As a Senior Customer Service & Tax Processing Specialist, you will be the friendly, knowledgeable point of contact for taxpayers. Your role will blend frontline customer support with meticulous tax form processing, ensuring that every interaction reflects the highest standards of professionalism, empathy, and compliance. You will play a pivotal role in maintaining taxpayer satisfaction and upholding the integrity of the City Income Tax Bureau.

Key Responsibilities

• Customer Interaction: Serve as the first line of support for taxpayers, responding to inquiries via phone, email, and written correspondence, and providing clear guidance on tax‑related matters.
• Form Processing: Review, verify, and process tax forms and supporting documents, ensuring accuracy and compliance with state regulations.
• Communication Management: Draft, edit, and send written correspondence to taxpayers, including notices, confirmations, and informational materials.
• Data Entry & System Updates: Input taxpayer information into brighthush’s case management system, maintaining up‑to‑date records and tracking case status.
• Problem Resolution: Identify and troubleshoot discrepancies, escalations, and complex tax issues, collaborating with internal teams to find timely solutions.
• Compliance & Quality Assurance: Adhere to all federal, state, and local tax regulations, and participate in quality assurance reviews to ensure consistent service delivery.
• Continuous Improvement: Provide feedback on process enhancements, suggest automation opportunities, and contribute to the development of best practices.
• Team Collaboration: Work closely with colleagues in the Customer Service & Processing team, sharing knowledge and supporting each other to meet departmental goals.
• Stakeholder Engagement: Liaise with internal departments such as Collections, Compliance, and Finance to resolve cross‑functional issues and streamline workflows.
• Training & Mentorship: Mentor junior staff, conduct training sessions on tax procedures, and promote a culture of continuous learning.

Essential Qualifications

• High school diploma or equivalent; additional coursework or certification in public administration, finance, or related fields is a plus.
• Minimum of one year of experience responding to customer inquiries and resolving problems in a public or customer‑service setting.
• Strong verbal and written communication skills, with the ability to explain complex tax concepts in plain language.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with case‑management or CRM systems.
• Demonstrated ability to handle multiple tasks simultaneously while maintaining attention to detail.
• Commitment to confidentiality and ethical handling of taxpayer information.
• Valid Michigan driver’s license and reliable transportation to commute to the brighthush headquarters in Michigan.

Preferred Qualifications

• Three years of experience responding to customer inquiries and resolving problems, including at least two years equivalent to a brighthush Customer Service Representative 6 level.
• Experience working with tax forms, financial documents, or public sector regulations.
• Knowledge of Michigan state tax laws and procedures.
• Previous exposure to a public‑sector customer service environment.
• Certification in Customer Service Excellence or related professional development.

Skills & Competencies

• Exceptional interpersonal skills and a genuine desire to help others.
• Strong analytical and problem‑solving abilities.
• Adaptability to changing priorities and a fast‑paced environment.
• High level of integrity and ethical judgment.
• Team‑player mindset with a proactive attitude.
• Ability to maintain composure under pressure and manage stressful situations.
• Proficiency in data analysis tools and a keen eye for detail.
• Excellent time‑management skills and the ability to meet tight deadlines.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to a range of learning pathways designed to help you grow both technically and leadership‑wise:

• On‑the‑job training and mentorship programs that pair you with seasoned experts.
• Workshops on tax law updates, customer service best practices, and technology tools.
• Opportunities to cross‑train in related departments such as Collections, Compliance, and Finance.
• Clear career pathways to supervisory, managerial, or specialized tax roles.
• Support for pursuing relevant certifications and continuing education.
• Annual performance reviews that highlight growth and set actionable goals.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and supportive workplace. Our values emphasize integrity, innovation, and service excellence. You will work in a modern, well‑equipped office with flexible scheduling options, and you will be part of a team that celebrates achievements and supports each other through challenges. We champion diversity, encourage open dialogue, and provide a safe space for ideas to flourish.

Compensation, Perks, and Benefits

While specific figures are not disclosed in the posting, brighthush offers a competitive salary package that reflects your experience and contributions. In addition, you will enjoy:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with employer matching.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Employee recognition and reward programs.
• Flexible work arrangements and a supportive remote‑work policy.
• Access to cutting‑edge technology and tools that streamline your workflow.

How to Apply

We encourage you to submit a cover letter that highlights your relevant experience and a detailed resume. Please note that applications without a cover letter may be screened out. All work for this position must be performed in the state of Michigan. If you currently reside outside Michigan, you must be willing to commute to our headquarters.

Ready to make a real difference in the lives of taxpayers? Join brighthush and become part of a team that values your expertise, supports your growth, and celebrates your contributions.