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Liaison Agent
14 Applications Submitted for this Position

Job Description

GardaWorld is the world’s largest privately owned security services company offering a wide range of highly focused business solutions including leading-edge security services and cash solutions. In over two decades, our work has taken us from our home base in Montreal to the oil fields of Iraq, and embassies across Africa. We’re also present in financial institutions in the US and airports in Canada. We operate across a broad range of sectors, including financial services, infrastructure, natural resources and retail. Our clients include Fortune 500 companies and governments with people and assets deployed around the world. Headquartered in Montreal, Canada, our 62,000 highly trained, dedicated professionals serve clients in North America, Africa and the Middle East. In today’s complex world, security has become a vital concern for everyone and is the foundation of our present and future success.

Summary: The Liaison Agent is the single point of contact for this high value, high visibility & high growth client. The Liaison Agent is responsible for providing the highest level of care and exceptional client experience to a large national account. The Liaison Agent is expected to resolve all client issues same or next day. Service, support and research issues are owned by the Liaison Agent and it is their responsibility to resolve from start to finish. The Liaison Agent is expected to identify the root cause of operational issues and work to resolve them in a positive, proactive, timely and professional manner. Schedule may vary based on business needs and is subject to change. This position is based in Columbus, OH and will require travel for training purposes.

Essential Duties and Responsibilities include the following: 

  • Act as on-site Liaison Agent and resource for GardaWorld & a large national account partnership
  • Manage a large national account claims in-person via email or phone in a professional and timely manner
  • Adhere to company policies, standards and metrics for customer service activities
  • Partner with operational teams to resolve customer needs and to expedite service requests
  • Achieve set performance and production goals in order to ensure quality customer satisfaction results
  • Responsible for generating and analyzing reports pertaining to claims, resolutions, and other key metrics

Success Factors: To perform the job successfully, an individual should demonstrate the following competencies:

    • Self-starter with a proactive approach to problem resolution
       

    • Critical thinking skills are required
       

    • Full understanding and demonstrated ability to navigate all required systems & software
       

    • Demonstrated understanding of GardaWorld & a large national account business and processes
       

    • Process-oriented solution approach
       

    • Ability to multitask and overcome unforeseen challenges
       

    • Extensive knowledge in working with Excel is required (i.e. V-LOOKUP, Pivot Tables, etc.)
       

    • Ability to understand and analyze key metrics in daily operations
       

    • Strong interactive and influencing skills 


    Collaboration – Openly collaborates to ensure objectives are met, building productive relationships with all; Values the perspective and thinking of people with different backgrounds and experiences; balances team and individual responsibilities.

    Communication - Anticipates and responds to the needs, perspectives and motivations of the client, business partners and employees. Is keenly aware of the needs, perspectives and motivations of others in order to drive action; is aligned with the goals and objectives of the GardaWorld & a large national account partnership. Effective written and verbal skills required.
     

    Initiative – Proactively identifies opportunities for improvement and created solutions that enhances and streamlines the operational effectiveness and efficiencies of the GardaWorld & a large national account partnership.

    Leadership – Works through challenges and competing interests eliminating barriers and enables the team and/or organization to effectively address issues and avoid conflict.

    Problem Solving/Decision Making – Strategic approach to problem solving – Incorporates data and information from varied sources; anticipating future needs and current sensitivities.

     

    Computer Skills: 

    Proficient in Microsoft Office applications.  Able to learn new software easily.  Intermediate to advanced.

    Meets the following skill level requirements:
     

    Excel 2003 or 2007 - Intermediate                       

    Microsoft Word - Intermediate                       

    Microsoft Outlook - Intermediate                       

    DPTS - Intermediate                       

    MAP - Intermediate                       

    GardaWorld offers competitive wages and a great benefits package for full time employees: medical, dental, vision, holiday pay, paid vacation, 401K plan and much more!
     

    Candidates must meet the company's hiring criteria to include a pre-employment background investigation and drug test. Physical exam and other testing may be required.
     

    We are an Equal Opportunity Employer and drug free workplace.

    Job Snapshot

    Employment Type Full-Time
    Job Type Other
    Education Not Specified
    Experience Not Specified
    Manages Others Not Specified
    Industry Transportation, Security
    Required Travel Not Specified
    Job ID 386
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    Liaison Agent


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