Consumer Relations Representative

Asurint•Cleveland, OH

About The Position

The Consumer Relations Representative interfaces with consumers to resolve questions about individual background reports. The role handles client and consumer interactions by telephone and email, opens cases to investigate claims, addresses candidate concerns, identifies report discrepancies, and conducts reinvestigations in accordance with the FCRA for various search types, including driving records and Social Security products. The representative supports compliance-related activities, helps monitor federal and state compliance for industries served by the company, and assists account managers and other departments with compliance questions. The role also assists the Manager, Compliance in implementing and enforcing policies and procedures required to operate in accordance with applicable laws, while maintaining a comprehensive understanding of the company’s services. The position may be performed remotely within the United States or in an office setting at the Cleveland, Ohio headquarters. The schedule is generally normal Eastern Time Zone business hours, though work or meetings may occasionally be required outside those hours and on weekends or evenings. Some travel by personal automobile and occasional overnight travel may be required. The role requires the ability to lift and carry light objects weighing less than 20 pounds for distances of 20 feet or less.

Requirements

High school diploma or equivalent required.
Experience in a heavy call-volume environment required.
Time management and prioritization skills required.
Proficiency in MS Office (Outlook, Excel, and Word) or similar software required.
0 to 2 years of relevant experience preferred.
Ability to lift light objects weighing less than 20 pounds and carry them short distances of 20 feet or less.
If performing work-related driving, a driver’s license and the ability to maintain a driving record satisfactory to the company’s liability insurance carrier are required.

Nice To Haves

Customer service or related experience preferred.
Experience with the legal or court system preferred.
Background screening experience preferred.
Experience with business management systems such as general ledger, HRIS, or CRM preferred.
Salesforce experience preferred.
Bachelor’s degree preferred.
Professional Background Screening Association Basic or Advanced Certificate is a plus.

Responsibilities

Handle daily client and consumer interactions by telephone and/or email regarding compliance-related questions.
Communicate professionally with clients and candidates and open cases to investigate claims.
Address candidate concerns and identify discrepancies in background reports.
Support the compliance function handling FCRA disputes and monitor federal and state compliance for industries served by the company.
Support Strategic Account Managers and other departments in answering compliance-related issues.
Assist the Manager, Compliance in implementing and enforcing policies, procedures, and activities required to comply with applicable laws.
Conduct FCRA reinvestigations for various search types, including driving records and Social Security products.
Maintain a comprehensive understanding of company services to answer questions and provide appropriate assistance.
Perform other duties as required.