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Role Description

The Client Engagement Specialist works with clients and their applicants to facilitate accuracy and timely resolution to their requests. Individuals in this role respond to inquiries via phone, e-mail, or Account Analyst tickets. Our customers are global leaders in their fields, including:

• Social media
• Financial services
• Pharmaceuticals
• Health providers
• Recruitment
• Entertainment
• Digital
• IT
• Transport
• Many more

The Client Engagement Specialist provides application, integration, and service support to customers with a consistently high level of accuracy. This role can fully support complex client requests and may assist the organization in continuous improvement and increased customer satisfaction.

Responsibilities

• Resolve issues of low, moderate, and occasionally high complexity with a consistently high level of accuracy.
• Communicate account changes/corrections and document tracking requests to appropriate internal teams.
• Assist with account modification, profile management, and training for existing clients.
• Handle highly escalated issues with multiple levels of internal and client management.
• Provide assistance to management completing delegated tasks as assigned.
• Participate in Customer Cure Plan and Recovery efforts (i.e., manage issues log, participate in meetings, communicate to team members and others).
• Drive detailed problem resolution, typically eliminating root cause.
• Resolve escalated issues.
• Participate in Service Excellence and cross-functional projects.
• Perform outreach and coordinate conference calls to drive resolution of operational and technology-related issues.
• Write process documentation or update work instructions.
• Develop and deliver ad hoc and structured customer service training.
• Follow up with customers in a timely fashion.

Qualifications

• Education: H.S. Diploma Required; Associates Degree or Higher Preferred.
• Experience: 2 - 4 years Customer Service OR 2 Years in Background Screening or similar industry.
• Level 1 skills plus:
• Attentive to detail and consistency in delivery.
• Ability to organize tasks, multi-task, and manage time efficiently.
• Critical thinking and diagnostic skills.
• Ability to analyze, see trends, and identify patterns.
• Excellent follow-up communication and expectation setting.
• Bi-lingual a plus.
• Familiarity with Customer Relationship Management or Case Management Software beneficial.

Benefits

• Medical
• Dental
• Vision
• Paid Life/AD&D Insurance
• Voluntary Life Insurance
• Short & Long Term Disability
• Flexible Spending Accounts
• 401K
• Generous Vacation and Sick Program
• 10 Paid Holidays
• Education Assistance Program
• Business Casual Attire
• Generous Referral Program
• Employee Discounts and Rewards
• And much more!