Client Services Specialist

Veremark

3d•Remote

About The Position

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.

Requirements

Experience in building relationship with B2B clients
Ability to think long-term and strategically
Good problem solving skills
Able to prioritise

Nice To Haves

Knowledge within the background screening industry is a plus

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

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