Senior Client Engagement Specialist

At H&R Block, we believe in the power of people helping people. Our defining Purpose is to provide help and inspire confidence in our clients, associates, and communities everywhere. We also believe in a high performing, connected culture, where everyone feels like they belong.

We strive to continuously improve our business and have committed to a long-term strategy and transformation plan known as Block Next. This multi-year roadmap focuses on innovation, client experience, and sustainable growth. It is designed to elevate how we work, how we serve, and how we lead in our industry.

At H&R Block, we're curious, creative, and always on the move. If you embrace challenges as opportunities and seek to make a meaningful difference where you live, work, and play, our door is always open.

This role is responsible for key elements to ensure a high level of success and client satisfaction with a newly established partnership between H&R Block and RIA referred clients.  You will be focused on client experience, providing white glove service, keen assessment skills to ensure proper selection of Tax Advisor match with new client, primary lead on reporting and tracking of Return completions, and will host customer service training sessions with new Tax Advisors and Client Service Professionals (CSPs) to establish clear understanding of communication and client experience expectations to win, retain and delight these referral clients from “Retail” Wealth Managers. 

You will interface with the wealth managers from the partnered firms supplying updates on client status, answering questions as needed, and creating partnerships between the tax advisors in the program and the wealth managers to further the client experience.

This role is the first point of contact for all RIA referred clients to H&R Block. You will onboard all new clients in this market category and ensure this is done timely, thoroughly and with an attention to detail that will warrant a high level of client satisfaction while achieving retention of clients and additional referrals.

Client Experience & Escalation Management

• Oversight of managing expectations before, during, and after the experience, including escalations.
• Focus on transparent pricing and offering targeted additional products/services.
• Providing feedback on unique experiences around product, pricing, and new client experience.

Tax Professional Oversight

• Management of Tax Pro (TP) scheduling, roster/skillsets, client matching.
• Recruitment and development of new and current program Tax Professionals.

Referral & Lead Generation Strategy

• Client lead generation through high-touch interactions.
• Engaging financial advisors to increase direct referrals.
• Reviewing referrals and assisting with MyBlock creation.

Tax Planning & Consultations

• First point of contact for financial advisor inquiries and syncing for additional services.
• Management of mid-year and quarterly tax consultations.

Return Tracking & SLA Management

• Gathering return status from TPs.
• Uploading completed returns to Secure FTP or CRM tool
• Tracking return status to ensure service level agreement timeframe/date is met.

Your Expertise:

• Professional maturity – Ability to handle sensitive client information and interactions with discretion and confidence. 
• Customer service experience – strong interpersonal and communication skills with a customer-centric mindset; seeks to understand and exceed client needs.  Skilled in virtual and phone-based client facing interactions. 
• Proficiency in Block systems – Appointment Manager and Work Center
• Proficiency in Microsoft Office Suite - Word, Excel and PowerPoint
• Training & Presentation Skills – Experience in successfully organizing, preparing, and delivering training content, managing projects, and presenting effectively (1:1 and group). Able to model and train others in delivering superior client service.
• Previous multi-unit leadership experience (in-person and virtual
• Strong analytical skills, proven ability to exercise good judgment and skilled decision making, excellent time management skills, ability to function successfully in a fast-paced environment with minimal supervision.
• High school diploma or equivalent
• 3 years minimum work experience

• Previous experience in a financial services or Registered Investment Advisor (RIA) business. 
• Familiar with H&R Block’s tax training library  
• Tax expertise is preferred, but not required 
• Proficiency in Karbon (Accounting based AI-powered practice management software)
• Bachelor's degree or the equivalent through a combination of education and related work experience

At H&R Block, we believe and invest in our people by committing to their total well-being. Our benefit offerings can help associates plan for their unique health, wellbeing and financial wellness needs.

• Employee Assistance Program with Health Advocate.
• Wellbeing program, BetterYou, to help you build healthy habits.
• Neurodiversityand caregiver support available to you and your family.
• Various discounts on everyday items and services.
• Benefits with additional eligibility requirements: Medical Coverage, 401k Retirement Savings Plan and Employee Stock Purchase Plan. 
• Check out all available benefits at www.blockbenefits.com.

The Community You Will Join:

At H&R Block we remain committed to building a Connected Culture — one in which trust, care, and connections are how we work together as we continue to create an environment where everyone feels safe to bring their authentic self to work every day and feels like they belong as part of a larger team.

You will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists! You will also be surrounded by colleagues who are committed to helping each other grow and support each other.

H&R Block is an equal opportunity employer. We welcome and celebrate diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.

If you’re looking to make an impact, H&R Block is the place for you.