Core ISA Account Client Experience Partner

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for incoming client inquiries via phone, email, and ticketing systems.

• Handle and resolve incoming calls while delivering precise information and a positive experience for clients.

• Oversee and manage the Core/ISA ticket queue, ensuring tickets are resolved within SLAs and according to documented workflows.

• Provide updates regarding order status, results, turnaround times, and inquiries related to services.

• Prepare daily status reports, pending lists, and other operational responsibilities.

• Collaborate with Vendor Relations, investigators, and internal teams on outstanding work orders.

• Record client interactions, updates, discrepancies, and resolutions in the systems of record.

• Monitor pending searches and proactively communicate progress, delays, or necessary actions.

• Assist with client-specific requests while adhering to established guidelines and company standards.

• Diagnose and resolve common client issues, escalating complex or sensitive matters as needed.

• Work in partnership with Operations and cross-functional teams to ensure precise service delivery.

• Uphold quality standards, adhere to documented processes, and contribute to continuous improvement initiatives.

⛳️ Requirements

• Excellent oral and written communication skills.

• Capability to work independently with outstanding time management abilities.

• Demonstrated problem-solving and critical thinking skills.

• Ability to handle multiple tasks simultaneously and efficiently.

• Exceptional organizational skills and meticulous attention to detail.

• Proficiency in computer skills, including word processing, relevant software applications, and internet research tools.

• Completion of all mandatory position-related training successfully.

• A minimum of 1 year of prior customer service experience is preferred.

• Ability to understand and follow work instructions in a fast-paced team environment.

• Currently authorized to work in the United States without employer sponsorship, now or in the future.

• Capability to work indoors at a desk for extended durations.

• Willingness to work overtime occasionally.

🏝️ Benefits

• Fully remote work setup.

• Opportunities for occasional overtime to meet company goals.

• Required training related to the position provided.