Job description

What you'll do:   JOB SUMMARY   Review client claims for accuracy and required documentation.  Process claims for payment or additional research.  Serve as liaison with field associates and management regarding client claims, associated software applications , and processes.     JOB DUTIES   • Assist internal and external clients using multiple communication methods, such as phone, e-mail, mail , and instant messaging.   • Monitor pending submission claims and work with field associates to assist with submitting to review or void as needed. • Monitor under-review claims for needed information and coordinate with field associates and tax analysts to ensure claims are processed within the department service level agreement.   • Perform detailed review of claim information and notes to ensure consistency and uniformity with company policies.   • Support field associates & management by serving as a liaison between them and other business units.   • Actively provide support and feedback regarding department policies, processes & guidelines.   • Research and resolve client claims issues via Sales Force client escalations. • Other duties as assigned.   Education: • High school diploma or equivalent Work Experience: • Ability to communicate clearly, calmly, and confidently on the telephone and email with excellent verbal and written communication skills in order to conduct interviews with clients and potential suspects, merchants and law enforcement. • Ability to use effective customer service techniques with clients who may be aggressive or under stress. • Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams. • Ability to work independently to problem solve, organize, and prioritize cases. • Analytical and detail oriented with ability to complete repetitive tasks and remain focused while documenting case notes in an organized and comprehensive manner. • Experience with Windows operating systems with ability to multi-task in multiple applications including Outlook, Word, Excel, SharePoint, and Web applications via multiple monitors. • No previous work experience necessary Work Experience: • 3-5 years' experience in a high stress customer service position. • Experience with documentation and information retention. • Investigation and validation of information. • One-year experience within H&R Block • One-year similar claims experience At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work. 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. $16.06 - $24.09/Hr.

Requirements

Must-haves

Assist internal and external clients using multiple communication methods, such as phone, e-mail, mail , and instant messaging.
Monitor pending submission claims and work with field associates to assist with submitting to review or void as needed.
Monitor under-review claims for needed information and coordinate with field associates and tax analysts to ensure claims are processed within the department service level agreement.
Perform detailed review of claim information and notes to ensure consistency and uniformity with company policies.
Support field associates & management by serving as a liaison between them and other business units.
Actively provide support and feedback regarding department policies, processes & guidelines.
Research and resolve client claims issues via Sales Force client escalations.
Other duties as assigned.
High school diploma or equivalent
Ability to use effective customer service techniques with clients who may be aggressive or under stress.
Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams.
Ability to work independently to problem solve, organize, and prioritize cases.
Analytical and detail oriented with ability to complete repetitive tasks and remain focused while documenting case notes in an organized and comprehensive manner.
Experience with Windows operating systems with ability to multi-task in multiple applications including Outlook, Word, Excel, SharePoint, and Web applications via multiple monitors.
No previous work experience necessary
3-5 years' experience in a high stress customer service position.
Experience with documentation and information retention.
Investigation and validation of information.
One-year experience within H&R Block
One-year similar claims experience
$16.06 - $24.09/Hr.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: icims
Effort: medium

Benefits

Benefits detected in the listing.

401(K)