Core ISA Account Client Experience Partner

Job Summary 

The Core / ISA Client Experience Partner serves as the primary point of contact for clients, delivering timely, accurate support while ensuring a consistent and positive client experience. This role is responsible for managing high-volume client inquiries, resolving issues through established processes, and building trusted relationships that drive client satisfaction and service reliability. Working closely with internal teams, the Client Experience Partner helps uphold data integrity, identify solutions, and support operational excellence across InformData's Core and ISA client base. The ideal candidate is customer-focused, detail-oriented, and skilled at balancing responsiveness, problem-solving, and relationship management.

Duties and Responsibilities 

• Serve as the primary point of contact for inbound client inquiries, delivering timely, professional, and solution-oriented support through phone, email, and ticketing systems.
• Answer and resolve inbound calls through the Customer Service hunt group while providing accurate information and a positive client experience.
• Monitor and manage the Zendesk General Support queue, ensuring tickets are resolved within established service level agreements (SLAs) and documented workflows.
• Provide clients with timely updates regarding order status, results, turnaround times, and other service-related inquiries.
• Complete daily status reports, pending lists, and other operational tasks in accordance with established procedures and work instructions.
• Coordinate with Vendor Relations, investigators, and internal teams to follow up on outstanding work orders and ensure timely completion of client requests.
• Accurately document client interactions, updates, discrepancies, and issue resolutions within systems of record to maintain data integrity and visibility.
• Monitor pending searches and proactively communicate progress, delays, or required actions based on client instructions and expectations.
• Support client-specific requests and service needs within established guidelines while ensuring consistency and compliance with company standards.
• Identify, troubleshoot, and resolve routine client concerns while escalating complex, sensitive, or at-risk issues to leadership when appropriate.
• Partner with Operations and cross-functional teams to ensure accurate service delivery, improve responsiveness, and enhance the overall client experience.
• Contribute to operational excellence by maintaining quality standards, following documented processes, and supporting continuous improvement initiatives.

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.

KPI's & Qualifications 

• Response Time
• Quality of Response
• Client Feedback
• Team Feedback
• Client Retention
• Strong oral and written communication skills.
• Ability to work independently with excellent time management skills.
• Proven problem-solving and critical thinking abilities.
• Capacity to manage multiple tasks simultaneously and effectively.
• Exceptional organizational skills and attention to detail.
• Proficient in computer skills necessary for the position, including word processing, relevant software applications, and internet research tools.
• Successful completion of all required training related to the position.
• At least 1 year of prior customer service experience preferred.

Working Conditions

• This position requires the incumbent to work indoors at a desk for extended periods of time.
• The person must be able to comprehend and follow work instructions in a fast-paced, team environment. 
• This position may be requested to work overtime on occasion to meet company objectives

For Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

This role is open only to candidates who are currently authorized to work in the United States without the need for employer sponsorship, either now or in the future.

InformData is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.