Associate Services Specialist

 Role: Associate Services Specialist

Position Summary
The Associate Services Specialist is the primary point of contact for Associates that are placed as employees of record for client's clients. As the Associate Services Specialist they will assist from the initial intake, onboarding including completion of the I9, analyzing backgrounds, communicating start date information until the completion of the associate's assignment. Success in this role requires attention to detail and the ability to simultaneously triage multiple demands.

Scope of Position

The Associate Services Specialist plays a critical role in delivering seamless employment experience for associates placed with client's clients. This position supports the full life cycle of associate engagement—from initial intake and onboarding through assignment completion and offboarding—ensuring compliance, accuracy, and exceptional service delivery. Operating in a high-volume, fast-paced environment, the Specialist manages multiple concurrent onboarding processes while maintaining meticulous attention to detail and adherence to client-specific requirements.

This role directly impacts key business metrics including onboarding cycle time, associate satisfaction scores, and SLA compliance for case resolution. The Specialist collaborates cross-functionally with internal teams such as Program Management, Payroll, HR, HRIS, and Compliance to ensure timely and accurate processing of associate records and inquiries.

Key Accountabilities / Task
Accountability 1: Customer Service

• Provide exceptional level customer service to all Associates over the phone or through email
• Make welcome calls to Associates to introduce client and processes including the onboarding process and check ins after the assignment has begun.
• Ensure process is working for the individual, collaborating with them as necessary
• Manage email communication and tickets in team Inbox/Dynamics 365 to ensure timely resolution of all Associate inquiries assigned

Accountability 2: Onboard and Background Processing

• Timely onboarding associates to ensure they meet the deadline and can start on time
• Review all paperwork and ensure it is completed accurately
• Accurate review and escalations of backgrounds and drug screens
• Able to analyze the background and determine next steps
• Understand the basics of the proper pre-adverse/adverse processes

Accountability 3: Maintain VMS and HRIS records

• Enter requisition and other data into Vendor Management System (VMS), if necessary, working with Program Team to understand and deliver on client expectations
• Ensure time and expenses are submitted and approved on a timely basis; follow up with Associates and program teams as needed to resolve exceptions
• Review and distribute reports including payroll, timesheets, expense reports
• Timely update candidate files in HRIS system after onboarding and for any assignment changes
• Maintain onboarding records
• Keep Onboarding Tracking up to date with real-time updates
• Accountability 4: Understanding Client Requirements
• Ensure you understand all the specific client requirements for each of your accounts
• Be able to maintain all training documents on your clients
• Ensure any changes are documented in the SOP's
• Accountability 5: Offboarding
• Handle offboarding of Associates at end of assignment, in compliance with client checklist and client requirements
• Utilizing HR training and HR best practices
• KPI's - How are we measuring performance against the essential job functions
• Dynamics cases resolved within the 95% assigned SLA across all priority levels
• 85% of associates hired are onboarded in 10 business days or less
• 95% of check in's are completed by the check in date
• Monthly Onboarding survey score at or above 8.75
• Monthly Assignment completion survey score at or above a 9.0

Education and Work Experience

• M inimum of a HS Diploma or GED; Associate degree or Higher preferred
• 3 to 5 years of experience in a high-volume workforce management (MSP) environment managing both onboarding and contingent labor requirements.

Additional Technical Know How Requirements

• Experience working within multiple systems simultaneously
• Experience working with UltiPro or HRIS systems, MS Office 365, VMS systems
• Experience processing onboarding for a high volume, fast-paced, high turnover population
• Experience managing background checks and understanding of the proper pre-adverse/adverse processes
• Quick learner with processes and technical programs
• Knowledge of Human Resources policies, co-employment risk and worker classifications
• Create reports from available tools and summarize data in Excel
• Experience in specific industries or functions may be required based on the client.

Soft Skills

• Team Player
• Solid problem-solving skills
• Critical thinking abilities
• Strong communication skills, both written and verbal
• Customer/Client Focus with excellent client facing skills and professional presence
• Attention to Detail, highly accurate with strong follow up skill
• Time management and multi-tasking skill
• Problem Solving and Analysis
• Excellent active listening skills