Core ISA Account Client Experience Partner
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Job Description
InformData client experience partner supporting high-volume background-screening inquiries through phone, email, and ticketing systems. Resolving requests, tracking searches, and coordinating work orders remotely.
Responsibilities:
- Serve as the primary point of contact for inbound client inquiries through phone, email, and ticketing systems
- Answer and resolve inbound calls while providing accurate information and a positive client experience
- Monitor and manage the Core/ISA ticket queue and resolve tickets within SLAs and documented workflows
- Provide updates on order status, results, turnaround times, and service-related inquiries
- Complete daily status reports, pending lists, and other operational tasks
- Coordinate with Vendor Relations, investigators, and internal teams on outstanding work orders
- Document client interactions, updates, discrepancies, and resolutions in systems of record
- Monitor pending searches and proactively communicate progress, delays, or required actions
- Support client-specific requests within established guidelines and company standards
- Troubleshoot and resolve routine client concerns and escalate complex or sensitive issues
- Partner with Operations and cross-functional teams to ensure accurate service delivery
- Maintain quality standards, follow documented processes, and support continuous improvement initiatives
Requirements:
- Strong oral and written communication skills
- Ability to work independently with excellent time management skills
- Proven problem-solving and critical thinking abilities
- Ability to manage multiple tasks simultaneously and effectively
- Exceptional organizational skills and attention to detail
- Proficiency in computer skills, including word processing, relevant software applications, and internet research tools
- Successful completion of all required position-related training
- At least 1 year of prior customer service experience preferred
- Ability to comprehend 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
- Ability to work indoors at a desk for extended periods
- Availability to work overtime on occasion
Benefits:
- Fully remote work arrangement
- Potential overtime on occasion to meet company objectives
- Required training related to the position
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