Client Support Representative

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.

Scope of Position

The Client Success Representative serves as the escalated point of contact for any and all inquiries pertaining to the client’s background screening program and overall account workflow. As the Client Success Representative, you will play a leading role in ensuring our clients receive superior and high quality service.   You will assist clients with a variety of topics, including but not limited to communication of investigative findings, daily incoming inquiries and reporting.  As a Client Success Representative, you will be on a pathway to move into a Client Success Manager role.  You will work closely with both the CSRs on the front lines and the CSMs to proactively provide our clients with the utmost support.

Essential Job Duties

• Perform report research and analysis for internal and external customers; Ensure that reports and information requests are delivered on time and that SLA's (Service Level Agreements) are met; Monitor, enter, update, and close Service Center tickets
• Facilitate and participate in client specific cross training of existing CSRs to a level that would allow for serving as the back up on any account
• Provide leadership support to CSRs on a daily basis; set an example, support policies, etc.
• Prepare, analyze, and determine trends for monthly account reviews; Ensure that client fact sheets are kept current and relevant; Create a program overview outline document for all assigned accounts
• Escalate issues/questions to the next appropriate level
• Respond appropriately to all client concerns and inquires, ensuring results and detailed action plans of corrective actions when needed, including but not limited to case/lead level status, portal questions, and specification and billing inquiries
• Work on client projects; research and deliverables
• Work closely with Operations, IT and Finance to resolve client issues
• Serve as the first point of escalation for clients on case level and account issues
• Participate in weekly, monthly and/or quarterly calls with the client producing detailed notes and actions items from the calls for accounts without account managers
• Communicate compliance and program notifications via email to all clients
• Produce Salesforce tickets 
• Work to build a partnership between Cisive and the client
• Other assigned tasks on an as needed basis

Education & Qualification Requirements

• Minimum of 3-5 years of client relations and being a dedicated resource to a specified book of clients
• Background Screening and/or pre-employment screening experience strongly preferred
• High School Diploma or GED required; Secondary education degree strongly preferred
• Self-motivated and proactive
• Good problem solving and analytical skills
• Excellent written and verbal communication skills
• Ability to multi-task, prioritize and make sound business decisions
• Proficiency in Microsoft Office required
• Salesforce experience and Target Process a plus
• Ability to work independently and as part of a larger team
• Client-focused
• Goal Oriented