eXp Financials is a Minneapolis-based tax and financial services firm with eight years in operation. We serve a growing book of business clients across bookkeeping, tax preparation, and financial consulting — with a team that is hands-on, high-volume, and built on personal accountability. Every role here matters, and every client interaction reflects directly on the firm.

We are growing. This is not a position where you sit in the background. You are the first point of contact for our clients, the person who keeps our internal systems running, and a core part of how we deliver on the reputation we have built.

THE ROLE

The Admin Assistant is the face of eXp Financials. You are the first voice a client hears when they call, the last note logged after an interaction, and the person responsible for making sure nothing falls through the cracks.

This is a high-volume role that demands exceptional organization, proactive communication, and the ability to stay composed and accurate when things get busy. During tax season, our call and walk-in volume increases significantly — this position requires someone who performs better under pressure, not worse.

You will not be micromanaged. You will be trusted, supported, and recognized when you deliver — and held to a clear, documented standard when you do not.

WHAT YOU WILL DO

Client Communication

• Serve as the primary point of contact for all client calls, walk-ins, and emails

• Return all missed calls and respond to all emails within defined timeframes

• Handle client questions, scheduling, and basic inquiries with professionalism and accuracy

• De-escalate difficult client situations calmly and involve the owner only when genuinely necessary

CMS Documentation

• Log every client interaction — calls, walk-ins, and emails — in our client management system within 4 business hours

• Ensure all entries include the required fields: date, client name, interaction type, summary, and follow-up status

• Maintain documentation standards consistently — including during peak tax season when volume spikes

• Flag issues or patterns in client interactions proactively — do not wait to be asked

Operations & Organization

• Manage and prioritize a high volume of competing tasks without items falling through the cracks

• Maintain organized client records, filing systems, and internal documentation

• Execute all follow-up commitments by the dates they were promised

• Support the data associate and accountant with call coverage during tax season surge periods

Process & Compliance

• Follow all documented standard operating procedures — without requiring reminders

• Use all required tools and systems as trained — no workarounds

• Participate in weekly Friday check-ins and monthly performance reviews

• Raise process improvement ideas proactively — this is encouraged and recognized

Required

• 1–3+ years of experience in an administrative, client-facing, or operations role

• Demonstrated experience with a CRM, CMS, or documentation-heavy workflow

• Exceptional written and verbal communication skills

• Proven ability to manage high call and task volume without quality degradation

• Strong organizational skills — able to track and follow up on multiple open items simultaneously

• Comfortable working in a fast-paced, deadline-driven environment

Preferred

• Experience in a tax, accounting, financial services, or professional services environment

• Prior experience in a client-facing coordinator or administrative lead role

• Demonstrated track record of 2+ years tenure at a single employer

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