Kroll is seeking a motivated, organized and client-oriented Client Operations Associate to join our Cyber Risk team.  The Client Operations Associate is responsible for the onboarding and delivery of Breach Notification services to Kroll corporate clients throughout the lifecycle of their engagements. Client Operations Associates are the engine for multiple, concurrent implementation projects that vary in size and scope. This individual is an organized and client orientated professional who will deliver superior service that exceeds our clients’ expectations and thrives in a fast-paced, changing and challenging environment.

 

Day-to-day responsibilities:

Support our Engagement and Operational Managers as required.Help collect information from clients to best tailor our services for the client.Liaise with our internal stakeholders for completed tasks, changes, or updates to the client’s events.Set up, manage, and update documentation uploaded to our secured shared drive for clients.Keep track of required documentation from clients and provide updates as needed.Provide preliminary reviews of client deliverables.Set up and manage event reporting weekly/monthly or as requested by the clients.Review client escalations to make sure they fit the criteria.Anticipate and create templates for clients as needed.Review invoices, prices, and fees to ensure clients are charged for the correct services undertaken. Be understanding and empathetic during kick-off meetings with clients and provide detail of what we can do for them, managing the client’s expectations.Track ongoing changes requested by the clients.Communicate new ideas and areas for development/improvement.Effective communication of project status between Kroll and our clients and internally across functions.

 

Essential Traits:

Strong listening skills with an ability to translate client needs into actionable steps. Proactively communicate with all appropriate stakeholders regarding the client engagement.Learn and understand our internal processes within Kroll.Maintain a professional demeanor throughout any client interactions and when communicating with Kroll colleagues.Must have working knowledge of Microsoft Office products, and proficiency in Word, Excel, and PowerPoint.Able to multitask.Able to work in a fast and dynamic work environment.

 

Prerequisites:   

Bachelor’s Degree or equivalent, relevant, work experience. Minimum three years of B2B experience in some of the following areas: customer success, client services, implementation, or project management.Must be detail and process oriented, requiring demonstrated excellence in time management, project management and prioritization.Outstanding written and verbal communication, and problem resolution skills, with the ability to effectively advise leadership.Ability to demonstrate relentless discipline, project ownership and goal achievement.Experience enhancing client satisfaction/business outcomes through implementing new processes.Must be able to think independently, critically, and make “best business practice” decisions.Must be enthusiastic, flexible, and collaborative.Must have working knowledge of Microsoft Office products, and proficiency in Word, Excel, and PowerPoint.Experience with Salesforce.com is a plus.Physical requirements are sitting for long periods of time in front of a computer.Bilingual in English and Spanish is a plusWork environment is a mixture of climate-controlled office building located on a campus and working from home

 

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