Client Services Specialist

General Description: The Client Services Specialist will be responsible for proactively managing an assigned set of top tier (tier 0 and tier 1) clients to ensure that no more than 5% of the cases age beyond 45 days and act as a strategic partner to their business. This role requires efficiently managing any assigned client inquiries and requests for expedited services, providing high-touch, premium support and ensuring timely completion of candidate onboarding to meet client deadlines.

Key Responsibilities

• Effectively manage and oversee all T0 to T1 cases assigned for comprehensive client support.
• Handle client inquiries with a 2hr FRT and expedite requests with a high level of service.
• Proactively manage candidate start dates to guarantee timely onboarding.
• Host regular calls with clients to review the status of open checks and address any concerns or questions.
• Conduct monthly audits on a minimum of 2% of cases to identify process errors, documenting findings in reports for the Head of Service Delivery.
• Provide insights and support to the Account Management team for all Quarterly Business Reviews (QBR) or reporting associated with T0 and T1 accounts.
• Meet proactivity based KPIs on a monthly basis whilst maintaining NPS levels.

We’re ideally looking for

• Experience in building relationship with B2B clients
• Ability to think long-term and strategically
• Good problem solving skills
• Able to prioritise
• Knowledge within the background screening industry is a plus

We are an all-remote organisation with ~200+ people spread across the world. We value Trust, Integrity, Data and Experience in everything we do - from the way we collaborate to the products we create.

We’re focused on transforming the industry while partnering with many of the leading technology platforms in the People & Talent ecosystem.

And we’re growing fast. Having recently been ranked in Deloitte’s Tech Fast 50 for the second year running, we’re looking for brilliant people, fast thinkers and passionate change-drivers to join our expanding team.

What We Offer

• A supportive, team-driven culture focused on collaboration and excellence.

• Structured onboarding, tools, and resources to help you succeed.

• Opportunities for career growth within the Candidate Support function.

• Remote work

• A chance to directly impact the candidate journey in a meaningful way

The company is a remote-first HR tech scale-up on a mission to help the world trust faster.

We started with background and reference checking, pioneering an entirely new approach through Verepass - a blockchain solution which facilitates instant verification by enabling candidates to own, manage, and share their securely-held and verified career credentials.

We have recently launched our second product - a Whistleblowing platform with end-to-end encryption enabling employees to report issues safely and anonymously.

But this is just the beginning. Join us and become part of the journey using technology to help the world trust faster.