Client Case Manager

at  Sterling Check

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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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

• 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