Executive Escalations Specialist

H&R Block

2d•$22 - $32•Onsite

About The Position

We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block! What you'll do... Work Environment: Standard Office Environment Special Physical Requirements: None Travel: Less than 5% of the time Act as a professional liaison between the client and H&R Block for highly sensitive customer complaints and escalations. Escalates and tracks complaints through proper channels until resolution. Maintains “lockstep” communication with the client to ensure understanding and alignment on company actions taken to resolve issue. Monitors case to ensure concern is resolved in a timely manner. Provides business analysis and makes recommendations to field and Field Support Operations (FSO) teams to continually improve the H&R Block Client experience. Provides frequent updates to executive leaders on status and outcomes of escalated cases. Act as primary support for highly sensitive customer escalations from multiple client contact avenues and effectively manage client escalations to resolution Leverages relationships with H&R Block Field as well as operational partners to resolve client concerns. Communicate status of escalation to client and appropriate business partners Adapt communication style to extremely combative clients to de-escalate and resolve. Serve as the final point of contact for the client Manage Better Business Bureau (BBB) complaints and foster a working relationship with the BBB of Greater Kansas City to maintain service levels and a high BBB rating Manage confidential legal circumstances where there is potential for media exposure. Maintain the projects confidentiality Initiate investigation for fraud and/or identity theft cases and determine what further action is required Ensure full integration of all newly created processes while executing and sharing known best practices to enhance current processes Assist management teams in identifying and analyzing trends. Drive initiatives to identify corrective measures to resolve field and product performance issues Assist Client Claims team where needed with reviewing incoming claims to prepare for processing Assist field with submitting/voiding pending claims to reduce escalations

Requirements

High school diploma or equivalent
Action oriented and self-motivated, capable of coordinating several tasks simultaneously
A strong sense of ownership and passion to solve difficult issues for our clients.
Conflict management skills for the purpose of resolving escalated employee and customer complaint issues
Demonstrated ability to navigate Windows-based software applications
Demonstrated decision making, analytical, and problem-solving skills
Effective oral, written, and interpersonal communication skills, to all levels, from senior management to line/staff associates
Excellent attendance and punctuality record
5 years minimum related work experience
Advanced (applied theory) Knowledge of H&R Block processes and procedures
Knowledge of Microsoft Access

Nice To Haves

H&R Block retail office experience a plus

Responsibilities

Act as a professional liaison between the client and H&R Block for highly sensitive customer complaints and escalations.
Escalates and tracks complaints through proper channels until resolution.
Maintains “lockstep” communication with the client to ensure understanding and alignment on company actions taken to resolve issue.
Monitors case to ensure concern is resolved in a timely manner.
Provides business analysis and makes recommendations to field and Field Support Operations (FSO) teams to continually improve the H&R Block Client experience.
Provides frequent updates to executive leaders on status and outcomes of escalated cases.
Act as primary support for highly sensitive customer escalations from multiple client contact avenues and effectively manage client escalations to resolution
Leverages relationships with H&R Block Field as well as operational partners to resolve client concerns.
Communicate status of escalation to client and appropriate business partners
Adapt communication style to extremely combative clients to de-escalate and resolve.
Serve as the final point of contact for the client
Manage Better Business Bureau (BBB) complaints and foster a working relationship with the BBB of Greater Kansas City to maintain service levels and a high BBB rating
Manage confidential legal circumstances where there is potential for media exposure.
Maintain the projects confidentiality
Initiate investigation for fraud and/or identity theft cases and determine what further action is required
Ensure full integration of all newly created processes while executing and sharing known best practices to enhance current processes
Assist management teams in identifying and analyzing trends.
Drive initiatives to identify corrective measures to resolve field and product performance issues
Assist Client Claims team where needed with reviewing incoming claims to prepare for processing
Assist field with submitting/voiding pending claims to reduce escalations

Benefits

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.

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