[Hiring] Senior Client Relationship Professional @H&R Block

Role Description

The Senior Client Relationship Professional is the first point of contact for new clients, critical to shaping their experience from the moment they engage with our expat services. This role is central to ensuring a smooth, supportive, and high-quality journey throughout the entire client lifecycle, with particular focus on the registration and initial setup phases.

As a trusted advocate, the Senior CRP is responsible for delivering an exceptional end-to-end experience by:

• Proactively managing client communications.
• Resolving technical or service-related issues.
• Coordinating workflow across internal teams.

This position is part of H&R Block Assisted Operations team, supporting clients served through remote channels.

Day to day, you'll:

• Serve as the initial point of contact for new clients, guiding them through the entire registration process with clarity and care.
• Conduct phone consultations to understand client concerns and goals, identify and remove roadblocks, and establish expectations for the expat service experience.
• Simplify and expedite the complex expat tax process by providing personalized, high-touch support and clear explanations.
• Respond to active client messages within a 1-day service level, using empathetic, professional, and informative communication.
• Identify and escalate complex or tax-specific inquiries to the appropriate internal experts to ensure accurate resolution.
• Review reports and client accounts to prioritize outreach based on client status and seasonal needs, ensuring forward momentum.
• Establish trust and rapport with clients by acting as their advocate to ensure their needs are met and their concerns are addressed promptly.
• Utilize tools like Salesforce and Microsoft Teams to collaborate with peers, share insights, and contribute to enhancing client service practices.
• Leave clients with a positive impression and a desire to return next year, thereby fostering long-term loyalty.

Qualifications

• High school diploma or equivalent.
• 2 years minimum related work experience.

Requirements

• Associate’s degree in a related field or the equivalent through a combination of education and related work experience (preferred).

Benefits

• Competitive pay.
• Comprehensive benefits.
• Support for life both in and outside of work.
• Medical and prescription drug coverage.
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan).
• Employee Assistance Program.
• (Virtual) fitness center programs.
• Associate discount program.
• Business Travel Accident Insurance.
• Associate Tax Prep benefit.

Company Description

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact.

The pay range for this position is $21.59 - $32.40/Hr. Local minimum wage laws apply. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.