Candidate Experience Representative II-2

Cisive•Remote - New Mexico, NM

3d•Remote

About The Position

This role is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal. Cisive is a trusted partner for comprehensive, high-risk compliance-driven background screening and workforce monitoring solutions, specializing in highly regulated industries—such as healthcare, financial services, and transportation. We catch what others miss, and we are dedicated to helping our clients effortlessly secure the right talent. As a global leader, Cisive empowers organizations to hire with confidence. Through our PreCheck division, Cisive provides specialized background screening and credentialing solutions tailored for healthcare organizations, ensuring patient and workforce safety. Driver iQ, our transportation-focused division, delivers FMCSA-compliant screening and monitoring solutions that help carriers hire and retain the safest drivers on the road. Unlike traditional background screening providers, Cisive takes a technology-first approach powered by advanced automation, human expertise, and compliance intelligence—all delivered through a scalable platform. Our solutions include continuous workforce monitoring, identity verification, criminal record screening, license monitoring, drug & health screening, and global background checks.

Requirements

High school diploma or equivalent required.
Minimum of 2 years of customer service experience strongly preferred.
Minimum of 2 years of working in a call center environment preferred.
Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.
Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts.
Experience responding to escalated calls/customer complaints and providing resolutions.
Ability to work a flexible schedule including days, evenings, and weekends.
Excellent written and verbal communication skills.
Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.
Self-motivated and proactive in approach to issue/ dispute resolution.
Adaptable to office and home office environments.
Demonstrated ability to organize and manage multiple priorities.
Demonstrated problem analysis and resolution skills.

Nice To Haves

Minimum of 2 years of customer service experience strongly preferred.
Minimum of 2 years of working in a call center environment preferred.
Proficiency in Excel preferred.

Responsibilities

Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment.
Make outbound contacts as needed.
Partner with peers and supervisor to monitor and maintain coverage of all contact streams.
Achieve first contact resolution, whenever possible.
Work closely with internal teams to provide quick resolution to issues beyond first contact resolution.
Ensure periodic updates are provided.
Troubleshoot and resolve candidate concerns including, but not limited to login issues, error messages, submission of required forms, scheduling of fingerprint and drug screening appointments etc.
Must be able to maintain applicant/client privacy in compliance with all applicable laws.
Assist candidates with disputes or consumer statements as required by FCRA.
Maintain accurate record of contacts and interactions.
Create positive relationships with contacts to ensure satisfaction and retention.
Support background status questions.
Support reviewing failed documents (I9), including candidate and delegate assistance.
Support fingerprinting concerns.
Support drug screening concerns.
Provide all other Student Check support.
Backup of Client Success Helpdesk Associate I calls and all calls that cannot be handled by overseas team.