To retain profitable and referenceable clients through the delivery of cohesive team-based customer service experience and audited performance reporting data to Service Bureau clients that is defined by quality, accuracy and timeliness. Responsibilities Create development plan for mentoring and training auditors. Maintain functional knowledge of team’s clients and able to provide direction in primary Analyst’s absence. Accurately resolve, with senior level guidance, account specific inquiries on performance or other service issues. Perform ad hoc client assignments and recurring daily, monthly checklist tasks specific to client assignments. Handle day to day communication on requests, tickets and processing status in timely and professional manner. Capable of conducting client training on First Rate CORE applications. Capable of reviewing and evaluating overnight processes and issues. Respond to client tickets via Service Desk within 24 hours. Resolution should include all applicable supporting documents and background information in the communication. Maintain KPI data on processing accurately and in timely manner. Generates monthly performance statistics data that are provided to client. Tracks time spent by client, project and task in approved time-keeping system. Archive client communication in Client Relations Manager system. Adhere to security standards when communicating client data. Create and maintain clients’ operation documentation and archive results in client specific locations. Demonstrate functional knowledge of OnPoint reports, CORE Advisor and Analyst, Professional, InfoAssist, Admin tool specifically user set-up and latest product release contents. Utilize base edits such as multi-row editing functionality unless specific SQL updates are approved by manager. Qualifications Excellent written and verbal communication skills Technical and analytical skills Excellent problem solving skills The ability to juggle multiple projects at once, and prioritize effectively Drive to understand the meaning behind a process, not just the how Desire to join a team-oriented culture that supports innovation and collaboration #J-18808-Ljbffr