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
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
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.
