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Job Title: Client Services – Support Admin
Band Grade: G2 L1
Department: US Fulfillment
Vertical: Vault Workforce Screening
About the Role:
The Client Services - Support Admin will act as a liaison between the background screening department and our clients to ensure that the background checking process is smooth by handling all issues concerning orders that are placed by our clients, preventing problems from arising, and resolving them when they occur. You will be responsible for performing a variety of administrative type tasks to support the company and our clients by helping the background screening department meet its service level agreements.
What you will be doing:
- Contacting clients to obtain missing or incorrect candidate information, signed release forms, etc.
- Processing manual review on necessary order components.
- Understand cultural nuances around alias names and name changes for US based employees.
- Interacting with clients via e-mail and maintaining relationships.
- Communicate and interact with fulfillment departments regarding issues related to the Verifications, Criminal, and Order Creation, and overall assistance to enhance and improve the rapid resolution of client issues and requests.
- Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.
- Effectively communicate with clients, management and team members on an as needed basis with issue resolution.
- Act as a backup to the Customer Service team when necessary.
- Be responsible for additional internal admin function type processes from beginning to end.
- Attend and participate in the weekly team meeting and other meetings as required.
- Perform other duties as assigned.
What we are looking for:
- Knowledge of background checks, pre-employment screening and/or human resources preferred.
- Knowledge of the Fair Credit Reporting Act (FCRA) and Consumer Reporting Agencies (CRAs) preferred.
- Excellent customer service skills are a must as you will be dealing directly with our clients and internal staff to resolve order issues.
- Demonstrated ability to solve problems within the bounds of department policies and procedures.
- Demonstrated ability to gather and assess information in a fast-paced environment.
- Demonstrated ability to follow troubleshooting procedures, including information gathering, identifying the steps being taken by the user to re-create the issues, and then documenting details to assist in the resolution or escalation of customer issues.
Competencies Needed:
- Excellent computer skills and proficient in: MS Word, Excel, Internet Explorer and Web Applications.
- Eye for detail and great organization skills.
- Must be able to analyze a situation and respond quickly in a courteous and professional manner.
- Must understand all aspects of the fulfillment process and be able to effectively explain them to the requestor.
- Capable of handling a large number of e-mails.
- Self-starter and have an ability to see the process through from start to finish.
- An individual who does well under pressure with time-sensitive projects.
- Ability to prioritize tasks and respond/escalate appropriately.
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Equal Employment Opportunities at Sterling
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.
Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
