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Background Verification Administrator

JOB REQUISITION
Background Verification Administrator

LOCATION
SAN RAMON

JOB DESCRIPTION

Robert Half is seeking a Background Verification Administrator who will partner with the Manager, Background Checks to define high level goals and objectives for providing premier customer services support to our internal and external clients.

The customer service team will partner closely with the Manager, Background Checks to solution customer service issues and continue to educate our branch partners on background check industry standards, processes and best practices. 

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*This is a temporary position.

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Specific responsibilities include:


* Monitor and review BGC data via reporting, telephone calls, and CS inbox to identify areas of concern and work closely with field users to determine resolution or escalation as applicable.


* Point of contact for internal and external clients on background check submission status, issues or questions related to regulatory compliance.


* Leverage customer service reports to support all elements of background checks including development of new processes, training and program opportunities, improving field communication and improve service levels.


* Document and maintain tasks specific to customer service, including processes and policies.


* Create training for internal clients on operational, technical and compliance processes related to background checks.


* Create and manage training content on internal sites on operational, technical and compliance processes related to background checks.


* Facilitate training to all end users on RH process and various systems either one on one or on weekly, monthly training calls.

Participate in training of new materials and processes.


* Maintain customer relationships by responding to background check inquiries and research, document, track actions in case management software.


* Participate as primary troubleshooter, proactively monitor and resolve system/vendor inquires or issues in a timely and professional manner.


* Collaborate with other BGC Verification team members or corporate department teams to ensure service levels are being met for optimal user satisfaction, and adherence to best practices and government regulations.


* Ensure that timely and accurate BGC processing meets or exceeds expected business needs and objectives.

Qualifications:


* High School diploma or equivalent experience required.

AA degree preferred.


* 2+ years’ of corporate work environment experience required with 1+ years’ in a high volume/customer service role.


* Previous experience with background checks preferred.


* Proficient in MS Office suite (Outlook, Excel and Word).


* Ability to learn new systems and applications quickly.


* Excellent oral/written communication skills.


* Demonstrated time management skills.


* Understanding of customer service and/or technical support service.


* Strong inter...




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