Program Specialist

Summary

Join MBO Partners as a Program Specialist and build positive relationships with enterprise clients, supporting their contingent workforce engagement objectives. You will serve as the primary point of contact for client operational needs, collaborating with the account management team to ensure operational excellence. Responsibilities include providing consultative support, managing client correspondence, navigating complex enrollment requirements, educating clients on operational processes, and collaborating on strategic initiatives. You will also lead client and talent interactions, report on enrollment statuses, guide hiring managers, support account growth, and facilitate program enhancements. This role requires a Bachelor's degree or equivalent experience and at least 3 years of experience in relationship management, customer service, human resources, or operations. MBO offers a remote work environment, competitive salary, excellent benefits, flexible time off, and bonus opportunities.

Requirements

• Bachelor’s degree or equivalent experience (Business, Psychology, Human Resources, Communications, Economics, Finance, or related field)
• A minimum of 3 years of experience working in relationship management, customer service, human resources, or operations
• Strong operational and organizational skills with proven attention to detail
• Ability to quickly comprehend new concepts and drive them through to execution
• Comfortable navigating different POVs and assisting Clients with the adoption of changes required to achieve their business objectives
• Proven ability to manage multiple critical priorities simultaneously to achieve the defined outcome
• Should be a self-motivated, resourceful team player with strong interpersonal skills and confidence
• Excellent time management, verbal, and written communication skills
• A high degree of responsiveness and works with a sense of urgency
• Great customer service and analytical skills with the ability to easily relate concepts to clients’ environment and connect the bigger picture
• Positive, professional & friendly demeanor
• Ability to build rapport and relationships easily
• Good stress tolerance and ability to maintain composure under pressure
• Takes responsibility/ownership of both positive and negative outcomes

Responsibilities

• As an MBO Client Services Program Specialist, you are responsible for building and maintaining positive relationships with enterprise clients in support of their business objectives related to engaging a contingent workforce and serving as the first line of service for client operational needs
• You’ll work hand-in-glove with the account management team (sell/grow responsibilities) to ensure all operational components of MBO’s commitment to the client experience are achieved (run/optimize responsibilities)
• This role provides daily consultative support to MBO’s clients and their independent contractors throughout the onboarding and project life cycle, including the management of daily client correspondence related to invoicing, escalations and enrollment transactions, talent terminations, and any interdepartmental activity management
• Develop and maintain relationships with key account stakeholders to ensure the success and growth of client programs
• Identify client needs and requirements and recommend suitable solutions
• Serve as the liaison between the Client, MBO Onboarding Specialists, and Account Management to create and sustain a differentiated client experience through operational excellence
• Navigate the complex enrollment and compliance requirements associated with the engagement of a contingent workforce for our large enterprise client programs
• Educate clients regarding specific enterprise program operational requirements to ensure efficient and timely completion of all processes
• Collaborate with Account Management and Client Services Leadership to drive and support strategic initiatives to drive value for the client, including problem-solving for long-term impact and process redesign
• Initiate and lead client and talent interactions related to operational processes on a regular basis (phone calls, video conferences)
• Report weekly to enterprise stakeholders on enrollment statuses to isolate any issues or inconsistencies and proactively address delays
• Guide client hiring managers and/or MSP providers on MBO processes, systems, and best practices
• Support MBO Account Directors as they identify opportunities for account growth
• Facilitate client program enhancements and assist with escalations to continually improve efficiencies and client satisfaction
• Provide day-to-day consultative support and status updates to Enterprise Clients and internal MBO functional areas using internal tools and standard processes; provide well-written reports as required; be prepared to provide updates to senior leadership on an as-needed basis
• Participate in the full life cycle of the MBO Client Services including both the Program Specialist and Onboarding Specialist roles; includes conducting personalized, consultative onboarding calls to determine which of MBO’s services best fit an independent contactor’s individual needs in terms of working as a traditional employee, sole-proprietor, or certified vendor

Preferred Qualifications

VMS, ATS, Background Screening system experience preferred

Benefits

• Remote work environment
• Competitive base salary with opportunities for growth and development
• Excellent medical, dental, and vision plans designed to support healthy lifestyles
• 401(k) retirement plan
• Flexible Time Off – take time when you need it
• Bonus opportunities
• Wellness allowance
• Culture based on trust, feedback, communication, success and fun