Client Care Representative - Westminster Office - Maryland

The Client Care Representative is responsible for helping to insure an optimal client experience with Kroll Background Screening Group by proactively and professionally managing and responding to client information requests, inquiries and general communications in a timely manner, while adhering to company policies and procedures.  The interface with both internal and external clients will be via various means of contact:  email, voicemail, telephone, fax, etc.  This professional will work with new, existing, and prospective clients as required and provide backup support to client care teams as assigned.  Each client request must be handled professionally and in a timely manner, adhering to company policies and procedures.
 
RESPONSIBILITIES:
Manage client communication (act as liaison between production teams and clients)Facilitate communication on the front end of an investigation for additional items required - such as release forms, consent to perform certain verifications, additional information, etc.Use a combination of research and communication skills to obtain and provide clients with status updates and ETA's when needed.Provide explanation of results (such as credit report, driving record, etc) to clients when they have questions.Serve as client liaison for special projects as needed.Assist in email distribution as required.Proactively answer the telephone in a prompt and timely manner.Assist in attaching and other support processes as needed.Other administrative duties as assigned. Kroll offers an excellent benefits package including paid time off and paid holidays; medical, prescription, dental and vision insurance; 401(k); disability and life insurance; tuition assistance; free parking and pet insurance. 
FUNCTIONAL AREA SKILLS/ KNOWLEDGE:
Proficient in MS Word, Outlook and Excel.Demonstrate strong verbal and written communication skills including spelling and grammar.Detail oriented.Ability to multi-task and work in a fast paced deadline driven environment.Excellent internal and external customer service skillsProfessional phone presence.Demonstrate exceptional interpersonal skills - able to work with a variety of individuals and teams. Demonstrate ability to handle internal and external customer service.Have ability to exercise sound judgment and make logical decisions with a minimum of supervision.Have exceptional skills as a liaison with the ability to adjust work style for internal and external business partners.Demonstrate strong organizational skills.Possess strong administrative skills.Have excellent problem solving skills. Be proactive and exhibit initiative.Be team-oriented.Must have the ability to complete job assignments and maintain time service goals.Demonstrate ability to retain and understand the information necessary to work with various clients and branches. POSITION REQUIREMENTS: 
 
Undergraduate Degree with demonstrated academic excellence. Relevant work experience with demonstrated achievements/performance in past positions can be substituted for degree.2+ years relevant client service experience is required.Client Focused - Is dedicated to meeting the expectations and requirements of internal and external customers; talks and acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.Listening - Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.Patience - Is tolerant with people and processes; listens and checks before acting; implements change well; sensitive to due process and proper pacing; keeps his/her composure under stress; follows established process.Composure - Maintains integrity and professionalism under pressure; does not become cynical, moody, or hostile when times are tough; is considered mature; can be counted on to hold things together during tough times; can manage personal stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.Ownership - Takes ownership of a problem or opportunity and sees it through to completion. Exhibits personal initiative and follows through to ensure quality and timeliness of the solution or answer.