Client Case Manager

4 weeks ago


Sydney, Australia SureID Full time

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

Position Purpose Statement

As a Client Case Manager, you will act as a liaison between the internal teams and external clients to ensure that the background check process runs effectively by supporting the end-to-end process, preventing potential problems, troubleshooting, and resolving complications. The Client Case Manager plays a key role in support of delivering a world-class service to our clients


The nature, scope and tasks of this position

• Project manage each client account as per the Service Level Agreements (SLA’s)
• Review documentation received and proceed with Checks for completeness per the requirement of the client – includes create elements/ cases accurately as per the defined client guidelines.
• Commence all verifications accurately and within required time frame as per Sterling guideline.
• 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
• Engage internal teams on client / candidate enquiry per needs
• 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 report for Client Success Partners.
• Other duties as assigned by the Sterling.

Required Skills/Related Knowledge & Experience

• English proficiency is a must (written and communication)
• Intermediate to advanced computer literacy - Microsoft Office
• Ability to keep track of work
• Quality orientation and documentation skills is a must

• Are a team player and able to work under minimum supervision and tight timelines
Customer orientated with the ability to adapt/respond to different types of situations
• Have a positive attitude
• Enthusiastic with a desire for continuous learning


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