Civil Backgrounds Screening Services Representative

Commonwealth of Massachusetts•Chelsea, MA

About The Position

The Civil Backgrounds Screening Services Representative researches and processes civil background check requests received through online candidate queues, including SAFIS, iCORI, and NCJA. The role reviews and screens criminal background requests for disposition and offense types, incarceration release dates, and applicable levels of Criminal Offender Record Information access in accordance with Massachusetts General Laws. It also involves researching relevant databases and systems, accurately classifying and screening FBI CHRI and CORI records, and identifying records that may need additional research. The representative responds to callers and email inquiries about iCORI and SAFIS records and handles the firearms license hotline, including questions about name or address changes, PIN retrieval, and application status. The role researches issues reported by end users and escalates them as appropriate, processes and disseminates paper iCORI requests, and assists with intern training. Other related duties may be assigned.

Requirements

Ability to communicate clearly with individuals and groups.
Ability to analyze information provided by constituents and develop relevant problem-resolution strategies.
Strong customer service skills.
Ability to work well individually and in groups.
Ability to provide effective and timely resolution of a range of constituent inquiries.
Ability to speak and write clearly in English.
Strong organizational and time-management skills.
Ability to establish and maintain harmonious working relationships with others.
Strong knowledge of Microsoft Office applications.
Ability to gather information, analyze collected data, draw conclusions, and present conclusions orally and in writing.
At least two years of full-time, or equivalent part-time, professional, administrative, or managerial experience in business administration, business management, or public administration, with major duties involving program management, administration, coordination, planning, or analysis; or an equivalent combination of experience and qualifying substitutions.
A bachelor's or higher degree in business administration, business management, or public administration may substitute for the required experience.
A bachelor's or higher degree in another major may substitute for a maximum of one year of the required experience.
Education toward a qualifying degree is prorated according to the proportion of degree requirements completed.

Responsibilities

Research and process civil background check requests in online candidate queues, including SAFIS, iCORI, and NCJA.
Review and screen criminal background requests for disposition type, offense type, incarceration release dates, and CORI access levels in accordance with Massachusetts General Laws.
Query relevant databases and systems to ensure accurate results are disseminated.
Accurately classify and screen FBI CHRI and CORI records in accordance with applicable laws.
Screen FBI CHRI and CORI records daily and identify records that may require additional research.
Answer the Civil Background Services main phone line and email, assisting callers with iCORI- or SAFIS-related records.
Answer the firearms license hotline and assist callers with name or address changes, PIN retrieval, and firearms license application status.
Research and analyze end-user questions or issues involving iCORI and SAFIS, and escalate issues as appropriate.
Process and disseminate paper iCORI requests.
Assist with training interns.
Perform other related duties as required and directed.