Client Success Representative

Cisive leads the industry in background screening, monitoring accuracy, quality, and trust for 40+ years. We work to empower the world’s largest and most highly regulated industries to optimize their talent programs and make their workspaces safer. Our PreCheck and Driver iQ vertical-specialized brands lead the healthcare and transportation industries with the most accurate background screening available. We believe in only the highest standards when it comes to an organization's safety and success.

Job Summary

This role serves as the escalated point of contact for any and all inquiries pertaining to the client’s background screening program and overall account workflow. Ensures our clients receive superior and high-quality service.  This role will assist clients with a variety of topics, including but not limited to communication of investigative findings, daily incoming inquiries and reporting.  Work closely with the Director of Client Services and the Case Support Analyst to proactively provide our clients with the utmost support.

Duties and Responsibilities

• Ensure that cases and information requests are delivered on time and that SLA's (Service Level Agreements) are met.
• Perform case research and analysis for internal and external customers.
• Monitor, enter, update, and close Service Center tickets.
• Facilitate and participate in client specific cross training of partner CSRs to a level that would allow for serving as the back up on any client covered by the team.
• Prepare, analyze, and determine trends for monthly account reviews; ensure that client fact sheets are kept current and relevant; create a program overview outline document for all assigned accounts.
• Escalate issues/questions to the next appropriate level.
• Respond appropriately to all client concerns and inquires, ensuring results and detailed action plans of corrective actions when needed, including but not limited to case/lead level status, portal questions, and specification and billing inquiries.
• Work on client projects, research, and deliverables.
• Work closely with Operations, IT and Finance to resolve client issues.
• Serve as the first point of escalation for clients on case level and account issues.
• Participate in weekly, monthly and/or quarterly calls with the client producing detailed notes and actions items from the calls at the direction of the Director of Client Services.
• Communicate case, compliance, and program updates and notifications to clients.
• Produce Salesforce tickets.
• Work to build a partnership between Cisive and the client.
• Other assigned tasks on an as needed basis.

Minimum Qualifications

• Minimum of 3-5 years of client relations and being a dedicated resource to a specified book of clients.
• Background Screening and/or pre-employment screening experience strongly preferred.
• High School Diploma or equivalent required; Secondary education degree strongly preferred.
• Self-motivated and proactive.
• Good problem solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize and make sound business decisions.
• Proficiency in Microsoft Office required.
• Salesforce experience and Target Process a plus.
• Ability to work independently and as part of a larger team.
• Client-focused.
• Goal Oriented.