Client Case Manager

4 days ago

Subang Jaya, Malaysia Sterling Full time

Client Case Manager (Chinese & Cantonese)

**We have great people here and are looking for more. Come join us - you will love it**

**Position Purpose Statement**
As a Client Case Manager, you will act as a liaison between the internal teams and external clients to ensure that the background check process runs effectively by supporting the end-to-end process, preventing potential problems, troubleshooting, and resolving complications. The Client Case Manager plays a key role in support of delivering a world-class service to our clients.

**The nature, scope, and tasks of this position**
- Project manage each client account as per the Service Level Agreements (SLA's)
- Review documentation received and proceed with Checks for completeness per the requirement of the client - includes create elements/ cases accurately as per the defined client guidelines.
- Commence all verifications accurately and within required time frame as per Sterling guideline.
- Verify the accuracy and completeness of elements/ cases, before closure.
- Proactively identify areas for improvements and make recommendation to the processes undertaken on a regular basis
- Prepare report on client cases and track the movement and closure of cases
- Support the Client Success Partner on Fulfilment related topics, including providing case status and other fulfilment reports
- Attend and Support CSP's on monthly business reviews with Client on the operational insight
- To conduct investigation and prepare root cause analysis report for Client Success Partners.
- Other duties as assigned by the Sterling.

**Required Skills/Related Knowledge & Experience**
- English, Chinese and Cantonese proficiency is a must (written and communication) for client support
- Intermediate to advanced computer literacy - Microsoft Office
- Ability to keep track of work
- Quality orientation and documentation skills is a must

us:
**Equal Employment Opportunities at Sterling**

**Disclaimer**
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Job ID R8586

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