About the Role:
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.
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Focus on transparent pricing and offering targeted additional products/services.
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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.
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Recruitment and development of new and current program Tax Professionals.
Referral & Lead Generation Strategy
- Client lead generation through high-touch interactions.
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Engaging financial advisors to increase direct referrals.
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Reviewing referrals and assisting with MyBlock creation.
Tax Planning & Consultations
- First point of contact for financial advisor inquiries and syncing for additional services.
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Management of mid-year and quarterly tax consultations.
Return Tracking & SLA Management
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Gathering return status from TPs.
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Uploading completed returns to Secure FTP or CRM tool
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Tracking return status to ensure service level agreement timeframe/date is met.
Required Qualifications:
- 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
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Proficiency in Microsoft Office Suite - Word, Excel and PowerPoint
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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.
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Previous multi-unit leadership experience (in-person and virtual
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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.
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High school diploma or equivalent
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3 years minimum work experience
Preferred Qualifications:
- 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)
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Bachelor's degree or the equivalent through a combination of education and related work experience
Why work for us:
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. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.
Pay Range Information: The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. Pay Range: $11.00 - $29.00/Hr.
