Investigative Support Associate

Job Summary

This role engages with candidates to ensure compliance and all supporting documentation is obtained for background screenings. They provide support to candidates through the background screening process.

• Engage candidate for supporting documents or information pre‑background screen.
• Assist candidate with dispute or consumer statement portion.
• Utilize in‑house system for input of information to the lead.
• Obtain FCRA certification and maintain basic certification.
• Support the RFI process via email or phone contact.
• Explain process to candidates, guiding them through the system.
• Take inbound calls from candidates.

• Prior customer service experience, including high‑volume inbound calls.
• Experience responding to escalated calls/customer complaints and providing resolutions.
• Knowledge of the FCRA and ability to pass the FCRA Basic Certification Program.
• Ensure adherence to policies, regulations and processes, with sound judgment and reasoning to resolve problems.
• Superior communication skills.
• Proficient in Microsoft Word and Excel, email, internet and computer‑based applications.
• Time management skills, ability to multi‑task and attention to detail.
• Strong computer and typing skills.

This job operates in a professional office environment or remotely. The role routinely uses general office equipment.

• Ability to communicate clearly and exchange accurate information consistently.
• Constantly operate computer, keyboard, copy machine, phone and other general office equipment.
• Ability to occasionally move objects up to 10 lbs.

None.