Expert Help Senior 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…:

As an Expert Help Senior Analyst, you’ll play a critical role in enabling high-quality, scalable virtual tax support across the Expert Help Chat (EHC) organization. You’ll contribute across multiple focus areas including client support, agent readiness, operational performance, experience insights, and continuous improvement to ensure both clients and agents are set up for success.

Senior Analysts may specialize in specific areas over time (e.g., training, experience, engagement, or real-time operations), while remaining collectively accountable for service quality, readiness, and client experience outcomes.

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

Day to day, you’ll…

• Provide accurate federal and state tax guidance, including complex scenarios, and support escalated client interactions with professionalism and empathy
• Serve as a subject matter expert for agents and leaders by offering real-time guidance and supporting onboarding, training, and ongoing skill readiness
• Review chats and performance data to identify trends, support issue tracking and root cause analysis, and drive actionable improvements
• Monitor key performance indicators and assist with real-time issue escalation to support operational stability
• Partner cross-functionally to balance quality, efficiency, and client satisfaction while contributing to initiatives that improve the Expert Help experience

Do you have experience in State tax?, Do you have a Bachelor’s degree?, * Bachelor’s degree in accounting, finance, or an equivalent combination of education and experience

• 1 to 2 years experience supporting clients in customer care virtual or chat-based environment on complex scenarios; or similar
• Strong knowledge of federal and state tax law
• Ability to analyze performance data and identify actionable insights
• Strong written and verbal communication skills Comfort operating in fast-paced, seasonal, and evolving environments Strong computer proficiency, including Microsoft Office
• Familiarity with AI-enabled tools, automation, or support workflows
• Certification - Enrolled Agent (EA) or Circular 230 designation required within two years of employment

It would be even better if you also had…:

• Experience in training, quality, operations, or workforce support roles
• Prior mentoring, coaching, or informal leadership experience
• Experience working with offshore or distributed teams

4.14.1 out of 5 stars Missouri $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.