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Client Service Leader - H & R Block - Barrie

 

 

JOB DESCRIPTION

 

JOB TITLE:                 Client Service Leader (Seasonal)

LOCATION:                 H&R Block Canada, Inc.

REPORTS TO:             District Manager

 

I.             JOB SUMMARY

 

Ensures that the tax office provides excellent client service and excellent client relations in accordance with all Company programs. Supports associates in the tax office to ensure client retention and growth in our business and a clear understanding of office procedures and processes. Implements and supports the success of all Block customer service and public relations programs, office procedures, and reporting systems as prescribed by the district manager during the tax season. Responsible for meeting the office’s client retention and acquisition targets.

 

II.           ESSENTIAL DUTIES AND RESPONSIBILITIES

 

  • Promotes, supports and ensures that tax office associates offer all Block services and programs to clients and such services and programs are offered and provided in accordance with company policies, procedures, and established targets.

 

  • Regularly shares individual performance goals and results of goals with Tax Professionals and District Manager. Responsible for monitoring, evaluating, and coaching associates to get desired results as it relates to associates’ job descriptions and individual performance objectives.

 

  • Implements Cash Back program according to district plan. This includes ensuring Cash Back tax return qualifying criteria is met for all discounted tax returns, SEND requests to CCRA are completed on every tax return prior to cheque issue, cheque or money order stock is securely maintained and accounted for and all returns are filed electronically the same day as cheque issue.

 

  • Schedules and conducts associate interviews, training, and evaluations in accordance with established policies and procedures. Assigns or reassigns work to office staff, monitors the weekly and daily work schedules, and approves overtime requests. Provides day-to-day coaching, as well as, timely and specific performance feedback to individual associates.

 

  • Ensures that every associate has completed all training required and is fully capable and confident in performing in his/her role; arranges for additional training/support as required.

 

  • Implements practices that help tax office associates perform comprehensive tax interviews, prepare complete and correct tax returns, correctly price returns, collect service fees, and properly follow electronic filing return procedures using a “quality at source” approach.

Ensures timely submission of returns to Canada Customs and Revenue Agency (CCRA) and acts upon all CIS exception reports.

 

  • Receives and secures cash, debit/credit card receipts, and balances the cash as part of the mid-day or end-of-day closing procedures. Records all transactions in the CIS computer and completes bank deposits in accordance with the District Manager’s instructions.

 

  • Ensures the district operating plan is followed and that major variation from the plan are discussed and resolved in coordination with the district manager.

 

  • Follows standard operating procedures for office opening and closing requirements, security, supply ordering, file maintenance, and office appearance and cleanliness. Follows-up to ensure compliance.

 

  • Provides assistance and support in the district training sessions, as required.

 

  • Responds in a timely manner to client service issues or associate relations concerns, utilizing the support of the District Manager for more complex issues or where there is uncertainty.

 

  • Other duties as assigned.

 

IV.       QUALIFICATIONS

 

  • High School Diploma or equivalent. Additional course work in math is preferred.
  • The Level I Tax Course must be completed within the first year of employment.
  • Proven customer service skills.
  • Effective verbal and written communications skills, public relations skills, detail-oriented, organizational, math and analytical skills.
  • Demonstrated leadership ability to effectively guide associate performance.
  • Possess administrative and organizational skills sufficient to plan and coordinate office workload as directed by the district manager.
  • Understanding and previous use of a Windows-based computer system and applications such as Microsoft Word, Excel, and Outlook.
  • Understanding and previous use of CIS, Profile, tax preparation software, and other applicable software is preferred.
  • Ability to work both independently and to support team-based initiatives in a fast-paced, multi-tasking environment.
  • Demonstrated problem solving and/or conflict resolution skills
  • Preference will be given to those that possess three to five years’ relevant tax office experience.

 

 

 

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS POSITION. THEY ARE NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED OF INDIVIDUALS SO CLASSIFIED. REASONABLE ACCOMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL DUTIES AND RESPONSIBILITIES.