General
Develop knowledge in the following areas:
- Definition of Consumer Reporting Agencies (CRAs)
-
Compliance issues related to the Fair Credit Reporting Act (FCRA), disclosure and authorization forms
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Consumer information disclosure regulations and guidelines
- Definition of Primary Source Verification (PSV)
- Definition of Personal Identifying Information (PII)
- Understanding of InChecks products, services, and Mission, Vision, Values
- Consumer report activity and workflow
- Maintain customer service and quality standards at all times
- Perform miscellaneous job-related duties as assigned
- Internal and external database applications
Duties & Responsibilities
- Promptly handle all outbound client calls and emails and obtain resolution in a timely and accurate way
- Identify common problems and escalate them to management, along with possible suggestions for improvement
- Operations and authorization follow-ups
- ETA client follow-ups
- Follow-up on client files
- Maintaining a polite, helpful, and professional manner at all times
- Completion of special projects, as assigned
- Maintain confidentiality and security rules in all aspects of the job
- Learn, retain, and apply PBSA accreditation standards to all tasks
Scheduled Hours
Hourly position, 40 hours/week.
Education
High School Diploma or equivalent preferred.
Experience
Ideal experience: One year or more working in a customer service focused office setting such as but not limited to a professional service firm, employment screening firm, or staffing agency. Working well with others, ability to follow detailed if/then instructions for a variety of tasks, and self-motivation techniques necessary to be effective across functions.
Knowledge, Skills, and Abilities
- Ability to speak clearly and effectively, primarily 1:1 over the phone or a video call
- Ability to accurately perform data entry tasks
- Ability to prioritize workflow and work independently
- Ability to prepare routine administrative paperwork
- Ability to frequently operate a computer, keyboard, and phone
- Ability to protect applicant data
- Knowledge of customer service standards and procedures
- Knowledge of basic Outlook and Microsoft Office software
- Knowledge of basic Keyboarding and multi-screen point-click functionality
Working Conditions and Physical Effort
Ability to stay on task, and multitask, in a remote work environment. Close detail work requiring visual acuity. Sedentary, sitting, walking, and moderate physical activities require handling of average-weight objects up to 25 pounds or standing and/or walking for more than 2 hours per day.
