Remote Client Support Specialist

Summary

Join Verra Mobility as a Client Support Specialist and act as the primary day-to-day contact for end-user clients, providing informed analysis and advocacy of program health and client satisfaction.

Requirements

• HS Diploma
• 5 years customer service experience
• Strong computer skills
• Ability to work well both independently and as part of a team
• Adaptability
• Proficiency with data analysis and self-directed research
• Ability to develop and maintain strong relationships
• Strong communication and interpersonal skills with an ability to work cooperatively with cross function groups

Responsibilities

• Perform regular review of Program Health metrics for all Clients to identify areas of concern or opportunities for optimization and report out to appropriate stakeholders and/or decision makers with results and recommendations
• Disseminate client performance metrics to appropriate stakeholders and decision makers
• Stay up to date through continuing education and involvement with developing products and processes so that reporting and analytics remain timely and proactive
• Build effective client relationships and proactively engage the client to maintain alignment on critical client goals and needs
• Proactively identify potential client issues and engage internal stakeholders, departments, and/or business leaders to address and resolve issues
• Provide informed advice and recommendations to appropriate stakeholders and decision makers based on relationship levels and knowledge of business, products, and processes
• Gather information on relevant history, culture, economic environment, and politics through personal contacts, social media, and other sources to make informed decisions
• Escalate client issues and concerns in a timely manner to appropriate stakeholders and/or decision makers
• Provide guidance and/or facilitate training as needed for new staff, new products, and/or new processes
• Disseminate client requirements to appropriate stakeholders and departments (i.e. Processing, Call Center, Affidavits, Solution Services, etc.), and act as a knowledge resource to maximize success in these areas
• Provide coaching where necessary
• Understand internal business practices, client requirements, and how the to balance to make informed recommendations to appropriate stakeholders and decision makers
• Collaborate and partner with internal departments and business units to facilitate the understanding of client requirements and to maximize client success
• Respond to client requests in a timely manner and strategically orchestrate the fulfillment of such requests by coordinating with appropriate departments (i.e. video requests, data requests, document adjustments, etc.)
• Auditing and submission of client invoicing monthly in a timely manner to meet deadline of billing
• Maintain continued involvement in the day-to-day operations required for client programs as a knowledge resource and informed advisor, providing strategic orchestration for the necessary administrative tasks