Background Verification Specialist I (Contract Talent)

Robert Half•San Ramon, CA

2d•$18 - $27

About The Position

Robert Half Corporate is seeking a Background Check Verification Specialist I to join the team on a contract basis. This role involves processing and program support, acting as a liaison between customers (field, corporate service departments, and candidates) to identify and resolve issues related to Background Verifications, Drug Screens, Credit, PA2, and Health Screen programs. The specialist will manage incoming calls and emails, audit vendor access, and ensure service level response times are met. A key aspect of the role is maintaining the confidentiality, integrity, and availability of protected candidate information. The position also includes training responsibilities, facilitating training for programs, processes, procedures, and vendor products to end-users, and staying updated on resource information. Additionally, the role involves vendor interaction, escalating challenges, and creating change requests for vendor updates and enhancements.

Requirements

2-3 years of customer service experience
Ability to mulit-task
Strong communication skills
Multi-system experience is a plus

Responsibilities

Process and Program Support: Work closely with customers as a liaison, to identify and assess customers’ (field, corporate service departments and candidate) needs in resolving existing or emerging problems, escalating as appropriate.
Effectively manage large amounts of incoming calls and emails, researching and completing tasks specific to: Field and candidate questions/issues; as well as adding, removing and auditing primary vendor user access.
Identify and present solutions to ensure excellent service standards and maintain high customer satisfaction within the prescribed 2 hour service level response time for Background Verifications/Drug Screen/Credit/PA2/Health Screen programs.
Build sustainable relationships of trust through open and interactive communication. Take the extra mile to engage customers by proactively seeking feedback to identify improvement opportunities.
Responsible and accountable for maintaining the confidentiality, integrity, and availability of protected candidate information.
Perform additional program support activities as presented by management, which could include focus groups, collaboration meetings etc.
Maintain/update any program tracking logs.
Training: Facilitation of training for program, processes and procedures and vendor product to end users on ad hoc, weekly, monthly basis. Includes New Primary Vendor Users (from new access report) to welcome them and introduce team and answer questions.
Liaise with management to identify and facilitate training for program challenges.
Stay abreast of resource information to ensure appropriate information is being provided to customers e.g. training manuals, internal program support documents, intranet background check site, and vendor product reference guides.
As needed provide training to other support teams specific to a program (new program or program updates). Participates in user training (to better understand needs and future support).
Assist with identifying opportunities to increase efficiency, improve user adoption, process and process controls, customer service experience and program support.
Participate in weekly staff meetings and monthly training meetings related to skill enhancement and informational purposes.
Create and maintain internal Process Documentation specific to role.
Vendor Interaction: Escalate challenges to 3rd party vendors, when required.
Support adding to and updating IRT (Issue Resolution Tool)
Create and submit change requests within RH tool on behalf of requestor (field, corporate services, management, etc) for vendor updates and enhancements (i.e.. create a new customer package for credit checks).