Customer Success Coordinator

VRC Investigations is currently expanding our Customer Success Unit. Veracity Research Co. Investigations (VRC) is one of the nation’s leading and most experienced investigation companies. We currently have career opportunities for experienced, self-determined, and highly motivated individuals that would like to join our team of professionals in our efforts to deter and combat insurance fraud.

VRC is seeking qualified Customer Success Coordinator candidates. The primary responsibility of the position is to provide direct support to the Customer Success Directors, to ensure the ongoing retention and growth of assigned accounts. The successful candidate will achieve these objectives by providing support of the day-to-day performance of investigative services for clients including SIU, field surveillance, desktop/background search, and canvassing. This is a full time, non-exempt position, based in our corporate office in Denton, TX, with the potential to become a remote position.

The successful candidate will have related experience:

• Meeting deadlines/multitasking
• A knowledge of fraud terminology
• Experience with reviewing reports
• Investigations experience a plus
• Proficient in Microsoft Office Applications to include Microsoft Office, Excel, Word, and PowerPoint
• Bachelor’s Degree in Criminal Justice, English, Business or a related field a plus

Core Duties & Responsibilities:

• Work directly with the CSD to assist in onboarding new customers, and/or maintaining and growing existing business.
• Works with CSD to assist in oversight of all referrals from assigned customers; develop plan of action (POA) for each assigned case; communicate assignments directly to assigned investigators; work with regional managers, and other department managers to ensure work is performed correctly and in a timely manner to meet customer requirements.
• Support CSD with client specific reporting.
• Communicate investigation status to CSD and clients routinely.
• Identify, communicate, and escalate service performance issues (quality, outcome, timeliness) of investigators and vendor partners to CSD; work with leader to ensure deficiencies are corrected to meet customer requirements.
• Write final briefs for customers and make recommendations, as appropriate, for additional services (additional surveillance, social media investigations, canvassing, etc.) to help customers achieve the objectives of the investigation.
• Ensure customer invoices are correct and include all required line-items at the rates negotiated (or in the contract)
• Provide quality customer service through daily contact with our clients
• Develop briefs from updates and call/email the designated clients daily
• Prepare briefs for assigned CSD daily
• Review billing of investigative efforts
• Review investigator final reports
• Ensure investigations completed within budget and client-authorized time frames
• Prepare and review billing information submitted to accounting for invoicing

Applicants must meet the following requirements:

• Excellent verbal and written communication skills
• Proficiency in Microsoft Office programs
• Investigative / insurance knowledge base is plus
• Excellent time management skills
• A customer service focus
• A strong desire to learn and work as a team
• A Private Investigator license is mandatory in some states
• Must pass a drug test and pre-employment testing
• Upon hiring, you must proficiently learn and utilize all electronic tools as required within the scope of this position to include the company’s IMS case tracking system

Benefits:
VRC offers medical, dental, vision, disability benefits, as well as paid vacation, and a 401K/Profit Sharing retirement plan.

Compensation:
VRC employees are paid on a bi-weekly basis at an hourly wage ($16.00 - $18.00/hr) commensurate with experience.

For more information and to apply, please visit our web site located at www.vrcinvestigations.com.