Expert Help Sr Analyst

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: Remote work environment Special Physical Requirements: None Travel: Less than 5% of the time

As an Expert Help Senior Analyst, you'll play a critical role in delivering exceptional client experiences while strengthening the performance and capability of our Expert Help Chat (EHC) organization.

You'll provide expert level tax guidance to clients using H&R Block's online DIY products, manage complex and escalated client interactions, and act as a trusted resource for seasonal and offshore agents. You'll partner across teams to improve processes, support training and development, and monitor key performance indicators to ensure both clients and agents are set up for success.

Outside of peak season, you'll continue supporting EHC clients while contributing to training efforts, process improvements, and cross-functional initiatives that drive quality, efficiency, and innovation.

Day to day, you'll…

Client Excellence & Expertise

• Deliver accurate, expert level federal and state tax guidance, including complex and escalated scenarios
• Resolve elevated client issues with professionalism, empathy, and a solutions focused mindset
• Help ensure a consistent, high-quality client experience across all supported channels

People & Quality Support

• Serve as a subject matter expert and escalation point for seasonal and offshore agents
• Provide real-time guidance and feedback to reinforce best practices and service standards
• Support training delivery and mentoring to build agent confidence and technical capability

Operational & Process Improvement

• Monitor key performance indicators (e.g., quality, efficiency, compliance) and identify trends or gaps
• Partner with leaders and cross-functional teams to recommend process improvements
• Ensure adherence to federal and state tax regulations, internal policies, and quality standards

Results & Impact

• Contribute to department goals by balancing quality, efficiency, and client satisfaction
• Support special projects, pilots, or initiatives that improve the Expert Help experience
• Other duties as assigned

Do you have experience in Technical Proficiency?, Do you have a Bachelor's degree?, * Bachelor's degree in accounting, finance, or an equivalent combination of education and experience

Experience & Skills

• Deep expertise in federal and state tax law, including complex tax scenarios
• Strong experience with online tax preparation platforms and virtual client support
• Proven ability to manage escalations and provide guidance in fast paced environments
• Excellent written and verbal communication skills with a client focused approach
• Ability to analyze performance data and translate insights into actionable recommendations
• Comfort navigating seasonal workload fluctuations and change
• Strong computer proficiency, including MS Office
• Circular 230 designation or the ability to obtain within one year of employment

It would be even better if you also had...:

• Prior leadership, mentoring, or coaching experience
• Experience supporting international or expatriate tax clients
• Familiarity with AI driven support tools, automation, or troubleshooting workflows

4.14.1 out of 5 stars Missouri Remote $62,800 - $94,200 a year - Full-time, Pulled from the full job description

• Prescription drug insurance
• Health insurance
• Employee discount
• Employee assistance program, Why work for us: Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You'll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.

Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.

Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person's race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. 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: $62,800.00 - $94,200.00/Yr. Sponsored Job: #LI-KM2