[Hiring] Expert Help Senior Analyst @H&R Block

Role Description

As an Expert Help Senior Analyst, you’ll play a critical role in delivering exceptional client experiences while strengthening the performance and capability of our Expert Help Chat (EHC) organization.

• Provide expert level tax guidance to clients using H&R Block’s online DIY products.
• Manage complex and escalated client interactions.
• Act as a trusted resource for seasonal and offshore agents.
• Partner across teams to improve processes, support training and development, and monitor key performance indicators to ensure both clients and agents are set up for success.
• Continue supporting EHC clients outside of peak season while contributing to training efforts, process improvements, and cross-functional initiatives that drive quality, efficiency, and innovation.

Day to day, you’ll:

• Deliver accurate, expert level federal and state tax guidance, including complex and escalated scenarios.
• Resolve elevated client issues with professionalism, empathy, and a solutions-focused mindset.
• Help ensure a consistent, high-quality client experience across all supported channels.
• Serve as a subject matter expert and escalation point for seasonal and offshore agents.
• Provide real-time guidance and feedback to reinforce best practices and service standards.
• Support training delivery and mentoring to build agent confidence and technical capability.
• Monitor key performance indicators (e.g., quality, efficiency, compliance) and identify trends or gaps.
• Partner with leaders and cross-functional teams to recommend process improvements.
• Ensure adherence to federal and state tax regulations, internal policies, and quality standards.
• Contribute to department goals by balancing quality, efficiency, and client satisfaction.
• Support special projects, pilots, or initiatives that improve the Expert Help experience.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in accounting, finance, or an equivalent combination of education and experience.
• Deep expertise in federal and state tax law, including complex tax scenarios.
• Strong experience with online tax preparation platforms and virtual client support.
• Proven ability to manage escalations and provide guidance in fast-paced environments.
• Excellent written and verbal communication skills with a client-focused approach.
• Ability to analyze performance data and translate insights into actionable recommendations.
• Comfort navigating seasonal workload fluctuations and change.
• Strong computer proficiency, including MS Office.
• Circular 230 designation or the ability to obtain within one year of employment.

Requirements

• Prior leadership, mentoring, or coaching experience.
• Experience supporting international or expatriate tax clients.
• Familiarity with AI-driven support tools, automation, or troubleshooting workflows.

Benefits

• Competitive compensation and benefits to support your health and well-being.
• Medical and prescription drug coverage.
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan).
• Employee Assistance Program.
• Virtual fitness center programs and associate discount program.
• Automatic enrollment in Business Travel Accident Insurance.
• Associate Tax Prep benefit.