Background Verification Specialist I (Contract Talent)

Robert Half•San Ramon, CA

About The Position

Robert Half, recognized by FORTUNE and a Fortune 100 Best Companies to Work For, is seeking a Background Verification Specialist (Contract Talent) to join its Background Verification department. This role will collaborate with the Manager, Background Checks to establish high-level goals and objectives for delivering exceptional customer service to both internal and external clients. The customer service team will work closely with the Manager, Background Checks to resolve customer service issues and continuously educate branch partners on background check industry standards, processes, and best practices.

Requirements

AA or equivalent job experience.
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 interpersonal skills that will enable this position to work well with key stakeholders; team organization skills.
Ability to interact and communicate with customers of varying levels of expertise.
Ability to communicate complex technical information to less-technical users.
Ability to communicate in-depth business processes to technical resources.
Demonstrated customer service abilities.

Nice To Haves

Previous experience with background checks preferred.

Responsibilities

Serve as a liaison with customers to identify and assess their needs in resolving existing or emerging problems, escalating as appropriate.
Effectively manage a high volume of incoming calls and emails, researching and completing tasks related to field and candidate questions/issues.
Act as a point of contact for internal and external clients regarding background check submission status, issues, or questions related to regulatory compliance.
Support all aspects of background checks, including the development of new processes, training, program opportunities, improving field communication, and enhancing service levels.
Document and maintain customer service tasks, including processes and policies.
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/Health Screen programs.
Build sustainable relationships of trust through open and interactive communication.
Go the extra mile to engage customers by proactively seeking feedback to identify improvement opportunities.
Maintain the confidentiality, integrity, and availability of protected candidate information.
Perform additional program support activities as assigned by management, which may include focus groups and collaboration meetings.
Act as a primary troubleshooter, proactively monitoring and resolving system/vendor inquiries or issues in a timely and professional manner.
Collaborate with other Background Verification team members or corporate department teams to ensure service levels are met for optimal user satisfaction and adherence to best practices and government regulations.
Ensure timely and accurate BGC processing meets or exceeds expected business needs and objectives.