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 and maintain FCRA certification (Basic).
• Support the RFI process via email or phone contact.
• Explain the 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.
• Adhere to policies, regulations, and processes; exercise sound judgment and reasoning to resolve problems.
• Superior communication skills.
• Proficiency in Microsoft Word, 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 and routinely uses general office equipment. Physical requirements include consistently communicating clearly and exchanging accurate information while operating computer, keyboard, copy machine, phone, and other general office equipment; occasional lifting of objects up to 10 lb. Direct reports:
None.