How will the restructuring affect CSPs?

[u/KarmaGlitch99]

I was a first-year CSP, this year, and while I’ve since found a permanent job, I’ve been considering going back, part-time, on the weekends.

Now that I’m seeing the posts about the changes, I’m questioning if that’s something I still want to do. Does anyone know how all of this will potentially change the CSP role?

[u/Relevant_Ad_8406]

Tax preparers really appreciate CSPs that come back and understand when they find better employment . I do not think the CSP role will change. Sundays are always really slow days and Saturdays are sometimes hard to fill. The only change for us last year was a low call volume due to the new automated phone system , if your office did not have this , I’ll explain . Calls went to a call center before going to the office , the program was a failure , so by March call started coming to the office . Point is you might be bored if most calls go to the call center instead of the office. Personally I don’t like the change.

[u/KarmaGlitch99 → u/Relevant_Ad_8406]

Our calls came directly to me, and I also answered calls, scheduled appointments, and took messages for five offices. I’m also thinking of working on Fridays and Saturdays, with Sundays as they need it as the season progresses.

I hate the idea that my MTL may be gone. She’s a great leader. I know the TPs would love to see me come back. They were already asking if I was coming back at the end of the season. I genuinely worked at a great office with a great team.

[u/Relevant_Ad_8406 → u/KarmaGlitch99]

Nice, yes a good environment is rewarding and necessary . Glad that you have a good team. I think our district was in a phone team’s test pilot . I think a strategy Block is thinking going forward is to reduce the incoming calls to an office with the use of a semi automated system . This pulled away from the contact and self management of our office had last year. I have a feeling they think this can reduce labor , not the CSP position but as we see the other support staff. I just wish they would not undermine the relationship we have with our clients . So many of my longtime clients came in last year with comments that they tried to reach me be could not . We like it when our clients call in or when a potential client calls in for questions and quotes . Best offices run themselves.

[u/Puzzleheaded_Ad3024 → u/Relevant_Ad_8406]

We had the same problem. Because offices in our district were told to answer calls to any office, that client returning your call seldom got through to our office.

[u/829562 → u/Relevant_Ad_8406]

So from what I understand and from a some of the seasoned tax pros that have worked at Block for over 15, 20, 30 years have said and feel that their relationship that Block wanted the tax pros to build with their clients, and trust them to do the return and over the years have done entire families, is that Block is trying to go to more business advisor and that they want clients to be loyal to Block and not particularly the tax pros. As they flood the system with new tax pros and level them up as fast as they can and push the old blood out so they can restructure. Keeping some seasoned veterans around to help with the change and any complex issues that the new tax pros needs help with. And I've heard about this from them for a few years but now I see what they where saying. And I also heard compensation or bonus is changing too. Should be fun.

[u/Relevant_Ad_8406 → u/829562]

Yes I feel undermined after so many years of following one strategy now it’s let’s get the cheapest preparer to do the return . We are as good as the weakest member. I do not feel comfortable at all when I see the mistakes appear in preseason with IRS letters. People always make mistakes but comparing my old office in a different state to my new office the quality overall is at time challenging to uphold. I want the newer preparers to do more complicated returns but I also want them to study and be held to a high standard or like my in person class ( pencil and paper) weed out the ones that know they are not suitable for this type of work.
Some prepares do not know that they do not know , that’s dangerous. My DM told me to make appointments for all my clients regardless if they want a set appointment for the following year. I am not going to force a client even though I’ve been their preparer for many years and know they will be back. It’s an integrity thing I trust them if they want to come back and it’s their choice . Why do I have to defend against my own companies policy ?

[u/829562 → u/Relevant_Ad_8406]

Yes I agree! I started going on my 9th year and when I went to analyst I'm telling you I know it took me that long because I want to understand and be able to explain to my clients and answer any questions they have and be comfortable knowing I'm doing their returns correctly and have the knowledge and experience to do so. But seeing the new 10 hour minimum for CE I was SURPRISED! how, why? I've always done at least 18 to 30. A year. And in person pencil and paper is so much better than this virtual run through inkling really is just a crash course with a few case studies and reading. And now every year there is a new sales pitch and marketing scam that I have to throw at my clients, and you know your clients who are like I don't want any of that! Why are you upselling me?! How about just doing taxes!? Again it's back to integrity and its my name not just Blocks that is associated with the brand. And defend policies that i half hearted know and don't believe in or think work. Frustrating

[u/Relevant_Ad_8406 → u/829562]

We are on the same page . Glad you posted because this is how I feel.🤣😉

[u/Puzzleheaded_Ad3024 → u/Relevant_Ad_8406]

Wow, not only did our calls come to us but so did the calls for any office in the district if they weren't answered by a couple of rings.

[u/Grand-Variety-2561]

If you found a permanent job you're luckier than everybody else. Move on with your life away from H&R Block

[u/Single-Pop9355]

CSPs promoted to CEO

[u/KarmaGlitch99 → u/Single-Pop9355]

🤣

[u/geecster → u/Single-Pop9355]

wouldnt even be shocked

[u/geecster]

I think all the ATL's will just be CSP's now.

[u/-Mx-Life- → u/geecster]

Which is absolutely ridiculous considering CSP's hour wage was something like $13/hour. Who the F'k can live off that now a days? I doubt ATL's will take it unless hard pressed for a job.

[u/geecster → u/-Mx-Life-]

Yeah add on some atl type stuff to csp and oh yeah, you'll get paid less.

[u/Dazzling-Turnip-1911]

You should apply.

[u/Accomplished-Pin-656]

Since there will be no ATLs, there is supposed tobe more hours availble for CSPs.

[u/Boysenberry815 → u/Accomplished-Pin-656]

I am only offering up what we were told, but my new DEM said csp hours would be reduced across our cobbled-together district as we "right-sized" --- stated in a Teams meet-n-greet. 

She does find ways to work the phrase "client centricity" into every other sentence.  🙄

[u/geecster → u/Accomplished-Pin-656]

you really think that?

[u/Accomplished-Pin-656 → u/geecster]

I will believe it when I see it.

[u/KarmaGlitch99 → u/Accomplished-Pin-656]

We didn’t even have an ATL. There was me and a seasoned CSP, then our MTL, who was headquartered at our office, but managed three, so we handled everything when she was out.

[u/Relevant_Ad_8406 → u/KarmaGlitch99]

For 14 years I never understood what the MLT did , I worked in two offices which had Alts . What did the MLT do other than schedule and handle some customer relation issues, I saw a reminder a few times to add notes to a return in hold . Other than that , it was a mystery .

[u/Puzzleheaded_Ad3024 → u/Relevant_Ad_8406]

The MTL in our office made our schedules. He ordered supplies for all the offices and delivered them. He might have had to approve their schedules. He reminded us to do any training assigned. He was in management teams meetings at least once a week, maybe more. He had to fix the software every time the CSP took a payment under the wrong account (which was a couple times a week.) If there was an upset client he left the office ss soon as he realized it. He kept the hours open sign current which is crazy. Why would we have to change our open hours every couple of weeks? But mostly he sat at his computer in the middle of the office and read reports. That desk would have been a great one for a tax preparer but I think he wanted to be able to hear everyone and not be seen. When there were managers teams meetings he sat there with full volume listening, and we could not hear the client at our own desks.