Client Solutions Specialist

Cisive leads the industry in background screening, monitoring accuracy, quality, and trust for 40+ years. We work to empower the world’s largest and most highly regulated industries to optimize their talent programs and make their workspaces safer. Our PreCheck and Driver iQ vertical-specialized brands lead the healthcare and transportation industries with the most accurate background screening available. We believe in only the highest standards when it comes to an organization's safety and success.

Scope of Position

The Client Solutions Specialist is responsible for client engagement, requirements documentation, system properties programming, quality assurance testing, and training functions for changes that are client-facing. This role primarily involves change management for current clients. Some chief functions are engaging existing clients along with their assigned CSM/CSR, documenting client requirements, setting up and testing system properties, creating user and testing guides, and training users to utilize the Cisive portal. This position plays an important role in executing change management projects that also include development for existing clients. This involves documenting requirements for the developer in a way that is clear and can easily be tested.

Essential Job Duties

• Working with various internal departments to identify and obtain documentation on products and/or services when needed.
• Collecting client requirements to document specifications both for the client as well as for internal development teams
• Developing knowledge and a complete understanding of all client properties, functions and integrations and how they can be used to customize client accounts.
• Testing end user interfaces and integrations to ensure that client specifications are met, including identifying problems that need to be fixed before validating client property changes to be released into production.
• Scheduling and leading training sessions for clients and/or internal resources to instruct them on the use of the Cisive portal or demonstrate new functionality when required.
• Understanding client requests and documenting them into clear requirements.
• Providing quality assurance on client changes and documenting all test cases into our internal systems.
• Maintaining and updating case statuses on a daily basis.
• Adhering to department SLA’s and processes.
• Responding to requests for updates or information in a timely manner.
• Recognizing and escalating issues to Senior Director in a timely manner, as warranted, so as to meet obligations to clients and internal stakeholders.
• Delivering individual projects and tasks as assigned by the Client Solutions Senior Director.
• Working collaboratively with client-facing stakeholders like CSM/CSRs to deliver quality client solutions.
  
  

Education & Qualification Requirements

• Preferred Background Screening industry experience
• 3-5 years previous experience working within an Operations, Quality Assurance or Client Support role, specifically handling system-related issues and specifications
• BA/BS Degree preferred
• Ability to be self-driven in a remote team environment
  
  

Measurements of Success

• Strong attention to detail and focus coupled with the ability to take ownership of a task and see it through to completion.
• Consultative in their approach and be willing to suggest approaches to solving a problem that the client may not have considered.
• Deliver high quality, accurate solutions in order to meet and exceed client expectations.