Case Support Analyst

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 plays a lead role in ensuring Cisive clients receive superior and high-quality service.  This is accomplished through the ongoing monitoring of clients’ cases for optimized time service, decreased aging, and decreased UTV’s (leads in an unable to verify status).  The individual in the Case Support Analyst role will work closely with the Director of Client Operations and client CSRs to proactively identify, clear out, and communicate delays and trends that will allow for excellent client support. 

Duties and Responsibilities 

• Performs case research and analysis for internal and external customers. Ensures that cases and information requests are delivered on time and that SLA's (Service Level Agreements) are met.
• Monitors and assures SLA adherence across KPOs that include but are not limited to Time Service/Turnaround Time, Aging, UTV, and inventory levels.
• Monitors operations’ queues.
• Proactively identifies and clears out potential delays through targeted lead fulfillment.
• Assists with preparing, analyzing, and determining trends for monthly account reviews. 
• Escalates issues/questions to the next appropriate level.
• Works on client projects; research and deliverables.
• Works closely with Operations, IT and Client Success to resolve client issues. 
• May serve as a point of escalation both internally, for CSRs who need an elevated level of support and externally, for clients who may not be able to reach a CSR and/or may ber experiencing challenges. 
• Other assigned tasks on an as needed basis.

Minimum Qualifications 

• High School Diploma or equivalent required.
• Minimum of 3-5 years of experience in an Operations or Client Relations role. 
• Background Screening and/or pre-employment screening experience strongly preferred.
• High School Diploma or GED required. Secondary education degree strongly preferred.
• Proficiency in Microsoft Office required. Advanced Excel skills strongly preferred.
• Self-motivated and proactive.
• Good problem solving and analytical skills.
• Ability to multi-task, prioritize and make sound business decisions.
• Ability to work independently and as part of a larger team.
• Client-focused.
• Goal oriented.