Job Description

We have great people here and are looking for more. Come join us - you will love it!

Job Title: Client Success Associate
Department: Client Success, Healthcare
Position Type: Full-Time
Location: Mumbai/McKinley
Band & Grade: G2-L1
Reports to: Client Success Team Leader
About The Role: This position will act as a liaison between the departments within the organization and the clients to ensure that the background checking process is smooth by preventing problems from arising and resolving them when they occur. This person will partner with their respective account manager team to maintain the client relationship
This Is What You’ll Do:

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  Interacting with clients via e-mail and phone as well as maintain client relationships
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  Assist clients in making informed hiring decisions, including conducting training on using our system (for both individuals and groups)
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  Responding to questions about our services, results and provide additional specialized services upon request
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  Communicate and interact with fulfillment departments regarding issues related to the Verifications, Criminal, OHS, Order Creation, Finance, etc., specific rush order requests, and overall assistance in an effort to enhance and improve the rapid resolution of client issues and requests.
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  Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.
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  Effectively communicate with clients, management and team members on an as needed basis with issue resolution.
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  Conduct and deliver additional projects as assigned by manager
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  Act as representative/liaison for Client Service to other depts

This Is What We're Looking For:

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  Must be able to analyze a situation and respond quickly in a courteous and professional manner
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  Must have excellent communication and professional writing skills.
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  Must understand all aspects of the fulfillment process and be able to effectively explain them to the requestor.
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  Capable of handling a large number of calls and e-mails
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  Self-starter and have an ability to see the process through from start to finish
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  An individual who does well under pressure with time-sensitive projects
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  Good interpersonal and communication skills, both verbal and written
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  Ability to prioritize tasks and respond/escalate appropriately
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  No suspension in the last 6 months
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  Not more than 3 critical errors in the last 6 months (no active CAP written warning on file)
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  No attendance issues (no active written warning on file) and zero instance of No Call/No Show
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  Must have a performance rating of at least 2.0/Successful in the most recent performance review
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  Must have at least 1 year tenure in his/her current role (if applicant is from a different department) or at least 6 months tenure if coming from the same department/LOB.

Employment Type: This is a full-time probationary position for 3 months. Confirmation to permanent role will be dependent on the employee’s performance. Selected candidate will be assigned in the night shift at McKinley
Probationary Standards:

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  Post call Surveys
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  Quality (Emails and Calls)
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  Productivity (cases & activities /day) (Discretionary - depending on the account that will be given after a month of training)
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  Proactive Contact (Discretionary - depending on the account that will be given after a month of training)
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  Complaints
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  Client Retention (Discretionary - depending on the account that will be given after a month of training)
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  RONA Calls

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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.