Client Support Analyst (Maintenance)

The Client Support Analyst is a Strategic Account Manager (SAM) partner that provides account analysis, complex issue resolution, quality enhancement, subject matter expertise, and back up coverage for designated client base and service line. The position is critical for revenue retention and growth. The position requires high output, strong analytical ability, good relationship building skills, and extensive internal business process knowledge.

This position will also work as a liaison between the assigned sales team and Billing.  In addition, this role will provide backup/overflow support to CSS Billing Support team members.

Responsibilities:

• You will performs proactive quality account audits/analysis on Strategic Services/Field Services accounts
• Interfaces with clients and Workforce Solutions staff on customer survey results to identify key indicators of satisfaction, obtain voice of client (VOC), troubleshoot, and facilitate resolutions
• Leads critical care stakeholder calls and liaisons for Sr. Leaders to coordinate unified approach to client retention across all service lines
• You will lead and evaluate client escalations to report on results, trends, progress, and make recommendations
• You will develop client action plans in partnership with the SAM and handle to completion
• Partners with internal Workforce Solutions departments and SAMs to identify areas where support can be provided to enhance client retention
• You will conduct client meetings such as educational workshops and demos
• You will act as the SAM for accounts in SAM absences
• Performs responsibilities in area of expertise, special projects and related duties as assigned
• You will work independently and requires minimal direction
• You will need to prioritize multiple work projects and multi-task as necessary
• You will need to analyze data, draw conclusions and recommend solutions in a timely manner
• Good presentation ability and comfort level with senior management levels
• Ability to build strong relationships in a collaborative effort
• Understanding and practical use of various programs like SLX, UCX Portal, WebManager, Solomon, Client Infobase, Microsoft Suite, BillTrust and PGI GlobalMeet.

What makes you a great fit for this role?

• Bachelor's degree, preferred, preferably in business or related field, or equivalent, relevant work experience
• 2+ years account management exposure or client administration experience preferred
• Vast knowledge of internal organization, processes, and resources
• Ability to dissect complex issues, identify root causes, and suggest solutions
• Handle fast-paced and challenging job demands
• Strong customer service and experience in servicing Workforce Solutions products
• Up to 25% travel

The Perks of being an Equifax Employee?

We offer an excellent compensation packages with high-reaching market salaries and 401k matching, along with the works: comprehensive healthcare packages, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To speak to us about this role in more detail apply online.

Primary Location:

USA-St. Louis-Lackland

Function:

Function - Sales Support

Schedule:

Full time