Robert Half is seeking a Background Verification Specialist II who will partner with the Manager, Background Checks to define high level goals and objectives for providing premier customer services support to our internal and external clients. The customer service team will partner closely with the Manager, Background Checks to solution customer service issues and continue to educate our branch partners on background check industry standards, processes and best practicesSpecific responsibilities include:
Research escalated issues from team members and management team.
Assist team members with responsiveness to customer inquiries and research requests, ensures documenting response best practices, providing recommendations for improvements.
Provide solutions and guidance to BGV Specialist I team members specific to complex customer service issues escalated by field users, RH Legal and/or management.
Facilitate daily morning huddles with all team members to discuss workload and assess where assistance is needed from team members throughout the workday.
Organize and lead Perform additional program support activities as presented by management, which could include focus groups, collaboration meetings etc.
Become identified subject matter experts as needed on team program and projects.
Participate in the development of training for internal clients on operational, technical and compliance processes related to all BGC programs. Criminal, Health, Drug, Credit, Pre-Adverse/Adverse etc.
Collaborate with Documentation team on maintenance of existing and development of new customer and internal program training and support material.
Facilitation of training to all end users on BG Verification processes, procedures and compliance on ad hoc, weekly, monthly training calls. Performs custom training as prescribed by management.
Identify and present of training opportunities for internal clients based upon analysis of customer service reporting metrics and escalated issues.
Participate in weekly staff meetings and monthly training meetings related to skill enhancement and informational purposes.
Create and maintain internal Process Documentation specific to role.
Qualifications:
AA or equivalent job experience
2+ years’ experience background verifications customer service or similar high volume customer service position.
Previous experience with background checks preferred.
Detailed and customer service oriented providing not only point solutions but education of customers; works well in team environment.
Proficient in MS Office suite (Outlook, Excel and Word).
Ability to learn new systems and applications quickly.
Possesses excellent written and verbal communications skills with the ability to shift gears at a moments' notice as issues arise.
Using sound judgement and able to exercise critical thinking in dealing with escalated candidate/customer issues.
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 stake holders; 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.
The typical annual salary range for this position is shown below and is negotiable depending upon experience and location.$42,000.00 - $63,000.00We offer exceptional earning potential and a competitive benefits package, including group health insurance benefits (medical, vision, dental), FSA and HSA healthcare accounts, life and accident insurance, adoption and fertility assistance, paid parental leave of up to 6 weeks, and short/long term disability. Robert Half provides paid time off for vacation, personal needs, and sick time. The amount of Choice Time Off (CTO) our people receive varies based on their years of service and is pro-rated based on the hours worked per week. A new hire earns up to 17 days of CTO per calendar year. Our people also receive up to 11 paid holidays per calendar year. We also offer the opportunity to contribute to our company 401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees. Learn more at roberthalfbenefits.com/Resources .Robert Half Inc. is an Equal Opportunity Employer. M/F/Disability/VeteranAs part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.Robert Half is committed to being an equal employment employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to HRSolutions@roberthalf.com or call 1.855.744.6947 for assistance.In your email please include the following:
The specific accommodation requested to complete the employment application.
The location(s) (city, state) to which you would like to apply.
For positions located in San Francisco, CA: Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.For positions located in Los Angeles County, CA: Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.