• Manage large amounts of inbound and/or outbound calls in a timely manner • Follow communication scripts, prompts, call flows when handling different topics • Identify customer’s need and clarify information • Seize opportunities to schedule appointments, where applicable • Keep records of all conversations in our call center database in a comprehensible manner • Leveraging your computer navigation skills to toggle between multiple screens and systems to provide answers and support • Ability to adapt and respond to different types of characters • Ability to work well in a structured work setting and adhere to a daily schedule • Work closely with Call Center Managers to promptly resolve issues • Handle complaints professionally • Meet personal/team/site qualitative and quantitative targets • Assist customers with finding/changing doctors, and ordering ID cards • Assist insured’s with disputing bills, filing grievances and appeals • Set up gym membership programs • Assist in submitting initial applications for Medicare and/or Social Security benefits • Strong attention to detail with excellent time management and decision-making skills • Perform other duties as assigned

• Conduct outbound calls to clients to follow up on incomplete applications or missing documentation and clearly communicate requirements • Respond to client inquiries, issues, and requests in a professional and timely manner • Review submitted documents, identify gaps, and guide clients on next steps to ensure completion • Manage client interactions end-to-end, ensuring requests are resolved or routed to the appropriate internal teams • Escalate complex or unresolved issues to senior team members when required • Accurately document all client interactions and ensure updates are recorded in accordance with procedures • Maintain confidentiality of client and Bank information at all times • Monitor and report any suspicious activity in line with Anti-Money Laundering (AML) requirements • Adhere to all regulatory and compliance standards, including AML, Terrorist Financing, FCAC consumer provisions, and Privacy Act requirements • Stay informed on internal processes, policies, and relevant updates to support accurate guidance to clients • Complete assigned tasks within defined guidelines and escalate issues as needed

• Answer calls from customers regarding their upgrade to a communicating meter • Call customers for follow-ups and to schedule technician appointments • Manage complaints and claims regarding service delivery professionally thanks to your empathy and commitment to others

Role Description The Seasonal Lead, Expert Help Chat is responsible for leading, developing, and supporting a team of Tier 1 and/or Tier 2 virtual tax agents to deliver high-quality client service during the tax season. This role drives operational performance through coaching, real-time support, and data-driven decision-making while ensuring alignment to organizational goals, service standards, and engagement initiatives. Day to day, you’ll… - Lead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountability - Provide coaching through 1:1s, real-time feedback, and team huddles to improve performance and drive results - Monitor and manage performance metrics (AHT, Quality, SAT/CSAT, adherence) and implement targeted improvement plans - Interview, hire, onboard, and train seasonal agents - Oversee daily operations including attendance, scheduling, and queue support to ensure service levels are met - Troubleshoot technical, process, and system-related issues impacting agents or workflow - Provide escalation support and limited direct client chat support as needed - Maintain documentation of coaching, performance trends, and operational insights to inform decision-making Qualifications - Prior experience in a client-facing or operations role - Demonstrated ability to coach, support, or mentor others - Strong communication and interpersonal skills - Ability to work in a fast-paced, metrics-driven environment Requirements - Prior leadership or supervisory experience - Experience in virtual/chat-based client support - Tax knowledge and/or certification (Level 4+ or equivalent preferred) - Experience with performance metrics and reporting tools - Comfort with AI tools, along with the ability to lead and participate in projects as they arise - Coaching and development - Performance management - Communication and collaboration - Problem-solving and decision-making - Adaptability in a seasonal, high-volume environment Benefits - 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) - Employee Assistance Program - (Virtual) fitness center programs - Associate discount program - Automatically enrolled in Business Travel Accident Insurance - Receive Associate Tax Prep benefit Company Description 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. Pay Range: $25.10 - $37.64/Hr.