About the role
Job Description
General Description: The Client Services Specialist will be responsible for proactively managing an assigned set of top tier (tier 0 and tier 1) clients to ensure that no more than 5% of the cases age beyond 45 days and act as a strategic partner to their business. This role requires efficiently managing any assigned client inquiries and requests for expedited services, providing high-touch, premium support and ensuring timely completion of candidate onboarding to meet client deadlines.
Key Responsibilities:
● Effectively manage and oversee all T0 to T1 cases assigned for comprehensive client support.
● Handle client inquiries with a 2hr FRT and expedite requests with a high level of service.
● Proactively manage candidate start dates to guarantee timely onboarding.
● Host regular calls with clients to review the status of open checks and address any concerns or questions.
● Conduct monthly audits on a minimum of 2% of cases to identify process errors, documenting findings in reports for the Head of Service Delivery.
● Provide insights and support to the Account Management team for all Quarterly Business Reviews (QBR) or reporting associated with T0 and T1 accounts.
● Meet proactivity based KPIs on a monthly basis whilst maintaining NPS levels.
Qualifications
We’re ideally looking for:
● Experience in building relationship with B2B clients
● Ability to think long-term and strategically
● Good problem solving skills
● Able to prioritise
● Knowledge within the background screening industry is a plus
Additional Information
We are an all-remote organisation with ~200+ people spread across the world. We value Trust, Integrity, Data and Experience in everything we do - from the way we collaborate to the products we create.
We’re focused on transforming the industry while partnering with many of the leading technology platforms in the People & Talent ecosystem.
And we’re growing fast. Having recently been ranked in Deloitte’s Tech Fast 50 for the second year running, we’re looking for brilliant people, fast thinkers and passionate change-drivers to join our expanding team.
What We Offer:
* A supportive, team-driven culture focused on collaboration and excellence. * Structured onboarding, tools, and resources to help you succeed. * Opportunities for career growth within the Candidate Support function. * Remote work * A chance to directly impact the candidate journey in a meaningful way