Client Case Manager

2 weeks ago

Sydney, Australia Sterling Check Full time

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

Position Purpose Statement

To ensure that client needs are understood, and coordinate within the internal team on the client requirement and ensure delivery services to clients satisfactory.

The nature, scope and tasks of this position
- Project manage each client account as per the SLA (E2E).
- Review documentation received, and proceed with Check for completeness per the requirement of the client - includes creating elements/ cases accurately as per the defined client guidelines.
- Verify the accuracy and completeness of elements/ cases, before closure.
- Proactively identify areas for improvements and make recommendation to the processes undertaken on a regular basis
- Prepare report on client cases and track the movement and closure of cases
- Support the Client Success Partner on Fulfilment related topics, including providing case status and other fulfilment reports
- Attend and Support CSP's on monthly business reviews with Client on the operational insight
- To conduct investigation and prepare root cause analysis reports for Client Success Partners.
- Other duties as assigned by Sterling.

Required Skills/Related Knowledge & Experience
- Internal:
Strong background screening industry and operation knowledge with minimum 1-2 years in the current role and excellent performance scorecard standard.
- External:
We are looking for individuals with minimum 2 years work experience in Human resource, Talent Acquisition, Customer Account Management, Client Support or with risk and compliance background.
- English proficiency is a must (written and communication)
- Intermediate to advanced computer literacy - Microsoft Office. Must be able to collect, track and analyse data.
- Quality focus and documentation skills is a must
- Good skills around attention to detail, multi-tasking skills, good time management
- Demonstrate an ability to problem-solve and make timely decisions, to prevent additional issues by improving processes.
- Follow us:_
- Equal Employment Opportunities at Sterling_
- 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._

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