Consumer Relations Representative
About The Position
The Consumer Relations Representative interfaces with consumers to resolve questions about their background reports. The role handles compliance-related inquiries, opens cases to investigate consumer claims, identifies report discrepancies, and conducts FCRA reinvestigations. It also supports the compliance function and other departments with compliance questions and helps implement and enforce policies and procedures required by applicable laws. The position may be performed remotely within the United States or in Asurint’s Cleveland, Ohio headquarters office. Work is generally during normal Eastern Time Zone business hours, but work or attendance at meetings and events before or after those hours, and occasional weekend and evening work, may be required. Some personal-automobile travel, including occasional overnight travel, may be required.
Requirements
- Experience working in a heavy call-volume environment is required.
- Time management and prioritization skills are required.
- Proficiency in MS Office (Outlook, Excel, Word) or similar software is required.
- A high school diploma or equivalent is required.
- If performing work-related driving, a driver’s license and ability to maintain a driving record satisfactory to the company’s liability insurance carrier are required.
- Ability to lift light objects weighing less than 20 pounds and carry them 20 feet or less is required.
- In a remote setting, maintain a safe and secure work environment, arrange an ergonomically sound workspace, and maintain standard Internet speeds.
- In a remote setting, maintain relocated company equipment and records safely and securely and use them only for business purposes.
Nice To Haves
- Customer service or related-function experience is preferred.
- Experience with the legal or court system is preferred.
- Experience with background screening is preferred.
- Experience with business management systems such as general ledger, HRIS, or CRM is preferred; Salesforce is preferred.
- A bachelor’s degree is preferred.
- Professional Background Screening Association Basic or Advanced Certificate is a plus.
- Zero to two years of relevant experience is preferred.
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 their claims.
- Address candidate concerns and identify discrepancies in background reports.
- Support the compliance function handling FCRA disputes and monitoring federal and state compliance for the industries served.
- Support Strategic Account Managers and other departments in answering compliance-related issues.
- Assist the Manager, Compliance with implementing and enforcing policies, procedures, and activities needed to operate in accordance 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 responses.
- Perform other duties as required.
Benefits
- Medical, dental, and vision coverage effective the first day of employment
- 401(k) with employer match
- Paid time off
- 10 company-paid holidays
- Employee Assistance Program
- Wellness Program
- Paid bereavement
- Pet bereavement
- Pet insurance
- Volunteer time off
- Telecommuting stipend
- Professional development programs
- Short-term disability
- Company-paid long-term disability
- Company-paid life insurance
- Flexible spending and health savings accounts
- Employee referral bonus
- Competitive salary and benefit package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
