Client Services Manager Job 2024 Full Time

Position Overview

Founded in 2002, InCheck, Inc. is a nationally accredited, nationwide provider of industry intelligence and customized background screening and drug testing results for employers, volunteer groups, and sports organizations. InCheck delivers a compliance-driven and candidate friendly onboarding experience to our customers.

As an industry, background screening is both a mile wide and a mile deep, and constantly changing. There is a lot to learn, making continuous improvement a very important part of our environment. We are constantly pushing to become a more sophisticated, data-driven, and intelligent partner. Our success can be defined by an outstanding culture. Our culture drives our service. We pursue excellence every day to create unrivaled experiences. Its truly our people who make the biggest impact, each and every day.

The Client Services Manager is ultimately responsible for delivering a level of service that creates unrivaled experiences for InCheck clients. The Client Services Manager will work closely with Sales, Marketing, Implementations, Operations, Compliance, and Client Services staff to effectively implement and maintain InChecks service levels. The Client Services Manager manages the client services team, which may include Client Support Specialists, Onboarding Specialists, Client Services Representatives, Account Managers, and Sr. Account Managers. The Client Services Manager reports to the Chief Operating Officer.

General

Develop knowledge in the following areas:

• CRAs (Consumer Reporting Agencies), along with compliance principles related to the Fair Credit Reporting Act (FCRA), as well as municipal, state, and federal employment laws, including disclosure and authorization forms and pre-adverse and adverse action letters.
• Equal Employment Opportunity Commission (EEOC), Federal Trade Commission (FTC), Federal Credit Reporting Act (FCRA), and the Professional Background Screeners Association (PBSA) industry regulations and guidelines
• Primary Source Verification (PSV)
• InCheck services and Mission, Vision, and Values
  • Work alongside operations staff to perform standard services and develop product knowledge
  • Review current customer accounts to understand service approach, client protocols, expectations, and communication
  • Review vendor relationships and related databases to develop general infrastructure and cost knowledge

• InCheck screening technology (InstaScreen) and internal software
• Competitive landscape assessment understand InChecks competition

Job Duties & Responsibilities

• Develops and maintains professional and friendly relationships with all customers and is viewed as an employment screening expert

• Documents all customer correspondence in CRM and/or InstaScreen
• Serves as product and services expert for both customers and internal staff, maintaining up to date product and industry knowledge
• Maintains industry and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies (e.g. PBSA)
• Learns, retains, and applies PBSA accreditation standards to all tasks
• Maintains high customer service, quality standards, confidentiality, and security in all tasks
• Other duties as assigned

Customer Onboarding

• Provides existing clients with ongoing support and system training
• Collaborates with the Sales team in demos, account closing activities and any other support they may need to help establish overall service expectations for effective account onboarding
• Follows required onboarding procedures related to purchasing of credit reports
  • Client authentication
  • Coordination of onsite inspections with third-party vendors
  • System access controls
  • Compliance considerations

• Works closely with Compliance to provide clients with best practice ideas regarding employment applications that meet FCRA and applicable state laws, and align with service requirements
• Work closely with operations management and internal staff to successfully execute new client protocols that maximize efficiency and effectiveness for both InCheck and the client

• Occasionally supports implementation tasks as needed.

Account Management

• Documents key Account Management processes for the purpose of training and CRM workflow implementation
• Reviews daily, monthly, weekly reports and provide updates to Executive team on progress and areas of improvement
• Operates as the lead point of contact for all matters specific to InCheck accounts to build and maintain strong, long-lasting customer relationships including:
  • Handles customer requests that require negotiation or escalation
  • Identifies solutions to customer issues that incorporates InChecks unrivaled experience customer service approach while also benefitting internal operations

• • Identifies touch points to proactively collaborate on program improvements including Annual Business Reviews or post-mortem project meetings
  • Develops new business with existing customers and/or identifies areas of improvement to meet goals

• Forecasts and tracks key account metrics and performs routine service checks to ensure quality of service
• Regularly reviews established account protocols and pricing to identify areas of improvement
• Manages client communication regarding potential service, industry, or compliance changes and updates

• Routinely communicates with operations staff to ensure service standards and goals are met
• Supports sales and operations project management, as needed

Department Management

• Fosters a team-oriented culture aligned with the companys Mission, Vision, and Core Values by encouraging communication, collaboration, and the exchange of ideas
• Provides leadership and coaching to the Client Services team through goal-setting, career development opportunities, and regular feedback, including recognition, rewards, and, when necessary, disciplinary action.
• Ensures team members are fully trained in all aspects of their roles; maintains training guides and procedures
• Manages employee work schedules including approval of time off requests, overtime, and timesheets
• Monitors department productivity through audit and feedback systems, addressing inefficiencies and aligning workflow with company goals and industry best practices
• Creates and implements department goals that support the annual goals of the company
• Plans and allocates resources to effectively staff the department and meet goals and quality standards
• Leads regular team meetings and attends management meetings to ensure communication and collaboration across departments
• Champions company core values: Perseverance, Respect, Integrity, Diversity, and Excellence
• Collaborates with CRM partner & Marketing team
• Assists with Client Platform, including but not limited to ATS integrations, reporting, updates, demos, training, and general client and candidate inquiries

Scheduled Hours

Salaried position. 40+ hours per week.

Education

High School Diploma required. Bachelors Degree preferred.

Experience

Ideal experience: five-plus years of background screening industry experience required. Two years management experience. Customer service, account management, and/or business development experience required. Strong interpersonal skills, independent problem resolution ability, and self-motivation techniques are characteristics of a successful candidate.

Knowledge, Skills, and Abilities Required

• Demonstrated ability to manage talent through coaching, training, and development
• Strong business acumen and proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Ability to prepare routine administrative paperwork
• Strong verbal and written communication skills
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization
• Knowledge of customer service standards and procedures
• Knowledge of basic Microsoft Office
• Familiarity with CRM and Service Tracking/Ticketing tools
• Willingness to work overtime when necessary

Working Conditions and Physical Effort

Ability to stay on task, and multitask, in a remote work environment. Close detail work requires visual acuity. Sedentary, sitting, walking, and moderate physical activities require handling of average-weight objects up to 25 pounds or standing and/or walking for more than 2 hours per day.

Important Disclaimer Notice

The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. InCheck reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or the work environment change.