Background Investigator Jobs

Job Summary

The Client Experience Partner acts as an entry-level liaison between InformData and the clients who utilize our services, with a focus of ensuring that our Clients receive the highest quality from InformData. This position requires regular communication with clients, as well as other responsibilities.

Duties and Responsibilities

• Perform a variety of Client Services tasks, including communicating with clients on a daily basis and providing them with accurate, useful and up-to-date information regarding the status of their product/results
• Complete daily status reports (pending lists) according to work instructions and client requirements
• Assist clients with special requests as they arise in order to meet clients’ special needs
• Answer and resolve calls coming in through the Customer Service "hunt group"
• Contact Vendor Relations department and/or investigators on any outstanding work orders
• Document and update any information pertaining to new/relevant activities
• Update the status of pending searches according to clients’ special instructions and return updates to clients
• As determined by leadership, provide oversight and support to designated mid-level accounts
• Establish and maintain open lines of communication with internal and external clients
• Document and report any internal or external discrepancies/errors
• Monitor the Zendesk General Support queue and resolve tickets in accordance with InformData and client expectations

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.

Key Performance Indicators (KPI) Accountability

• Team Feedback
• Quality of Response
• Response Time
• Client Retention
• Client Feedback

Qualifications

Mandatory Qualifications:

• Must have a High School diploma or GED equivalent
• Must be able to work well independently and have excellent time management skills
• Must have critical thinking skills
• Must have the ability to multi-task
• Successful completion of all training related to this position
• Must be able to pass a comprehensive background check
• Must have problem solving skills
• Must have computer skills necessary to accomplish requirements of position including word processing, related facility software and internet research tools
• Must have excellent oral and written communication skills
• Must have superior organizational skills
• Prior Customer Service Experience of at least 1 year

Working Conditions

• This position requires the incumbent to work indoors at a desk for extended periods of time and use of work station.
• The person must be able to comprehend and follow work instructions in a fast-paced, team environment.
• This position may be requested to work overtime on occasion to meet company objectives.
• This position requires the ability to interact with all levels within the organization and requires the ability to respond professionally to all individuals and work well as a team player.

Physical Requirements

· Must be able to remain in a stationary position for extended periods of time

· Must be able to occasionally move about the office to access office equipment, etc.

· Must be able to constantly operate office equipment such as a keyboard, phone, computer, copier, fax machine and printer, etc.

· Must be able to frequently communicate with and listen to other InformData employees, clients, and vendors

· Must be able to occasionally move, bend, lift, push, pull and carry no more than 20 pounds

· Must be able to view multiple monitors for extended periods of time and visually determine accuracy, details and transcribe date in close proximity of computer software

Direct Reports

N/A

The essential functions of the job may or may not have been described fully in this job description. Consistent with the Americans with Disabilities Act (ADA), it is the policy of InformData to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship.

InformData is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.