Executive Escalations Specialist
Our Company:
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
- 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
- H&R Block retail office experience a plus