Job Description

What you'll do...

The Expat Client Relationship Professional position is part of the H&R Block Tax Transformation team and supports the international expat business. The position is primarily responsible for ensuring a great experience for those clients served through remote service and coordinating client workflow and communications. Most communications with clients will be through phone, email, and our software platform. The Expat CRP will also assist the expat advisors as needed in serving clients.

The primary point of communication with clients when they submit an inquiry through the expat software platform, expat website, phone, and email.
Respond to all client inquiries received through the expat software, website, phone, and email within 48 business hours.
Maintain records for all client inquiries and type of inquiry. Recording inquiries in the expat software or other systems as required.
Assist clients with setting up their accounts and virtual folders in the software platform being used.
Oversee the client workflow and communication process from client inquiry to signature of client service engagement to uploading tax documents to payment processing and filing, ensuring a great client experience, and supporting the client throughout the process.
Responsible for client follow-up/ CRM after their initial inquiry to maximize conversion to a paid client.
Administrative support through a partnership with expat tax advisors which may include, but is not limited to, communication with clients, printing tax returns, maintaining client records, and processing and mailing documents to the IRS or other tax agencies.
Consistent communication with other CRP’s and Expat Tax Advisors located in the US, Canada, and India.
*Hybrid work schedule for Kansas City, Missouri staff is, in -office requirement 2-3 days a week, based on seasonal needs.

What you'll bring to the team...

1-2 years of customer service support, working with clients through a digital platform and phones.
Minimum education and/ or work experience necessary to demonstrate the necessary skill level.
Excellent critical thinking and communication skills, both written and verbal, and the ability to manage communications with many clients concurrently.
Ability to work independently, demonstrate strong attention to detail, and have a working knowledge of the Microsoft product suite.
Strong organizational skills to maximize conversion from inquiry to highly satisfied paid clients.
Flexibility to adapt to changing needs within the business and day-to-day tasks, as needed.
Ability to work Core business hours Monday – Friday (8am -5pm (central time), with occasional overtime on weekends and evenings.

It would be even better if you also had...

Fluent in multiple languages.
Tax preparation experience.