What you'll do...
The Expat Client Service Specialist position is part of the HRB International team and supports the international expat business. The position is primarily responsible for ensuring a great experience for those clients served through the remote service and coordinating client work flow and communications. Most communications with clients will be through email and/or video (Skype). The Expat CSS will also support the expat tax professionals at CSC-KC as needed in serving the clients.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Be the first point of communication with all clients and answer questions when they submit an inquiry through the expat website. Respond to all client inquiries within 24 hours M-F.
Maintain records for all client inquiries, country source, and type of inquiry and distribute a weekly report.
Assist clients with setting up their account and virtual folder in the software platform being used for the remote service.
Oversee the process and flow from client inquiry to signature of client service engagement to uploading tax documents to payment processing, ensuring a great client experience and supporting the client throughout the process.
Responsible for client follow up/CRM after their initial inquiry to maximize conversion to a paid client.
Administration support for expat tax professional team which may include, but not limited to, printing tax returns, maintaining client records (TBD)
Communication with tax professionals outside of CSC who may prepare expat returns and located in countries such as Canada and India.
Excellent communication skills, both written and verbal.
Ability to manage communications and work flow with many clients concurrently.
Strong organizational skills and follow up to maximize conversion from inquiry to paid clients.
Flexibility to adapt to changing needs within the business and day-to-day tasks as needed.
What you'll bring to the team...
H&R Block, Inc.