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  Contact H & R Block Field Leadership and other related business units on behalf of external clients seeking resolution on escalated complaint cases.
• Research agent knowledgebase to address assigned escalated complaint cases from our Retail Clients
• Interpret clients’ needs and identify practical solutions through detailed research, analysis, and independent decision making.
• Accurately document updates to the client complaint case
• Escalate client issues to other internal teams when necessary
• Provide insights to Leadership on trends with client issues
• Actively participate in routine 1-on-1 coaching sessions that focus on performance

• Handle additional tasks as business needs require.

• High school diploma or equivalent

• General computer navigation knowledge

• Must have a place in your residence that would be suitable for taking phone calls or chats in an area you would consider to be secure
• Must have an outlet for laptop and monitors to be connected to
• Need to be able to have a wired internet connection (not WiFi) at home with minimum upload and download speeds of 15MBps (Internet Speed Test required)
• Must have a smart phone and be willing to install an RSA token as well as Microsoft Teams on it

• Experience in customer service or financial services position, preferably in a large phone center
• Experience in an in-bound help desk environment preferred
• Prior experience with Microsoft Office, general computer software troubleshooting, and/or networking connectivity problems.

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.

We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.

H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.