Client Support Specialist I

General

Develop knowledge in the following areas:

• Definition of Personal Identifying Information (PII)
• Definition of Consumer Reporting Agencies (CRAs)
• Compliance issues related to the Fair Credit Reporting Act (FCRA), disclosure and authorization forms
  • Consumer information disclosure regulations and guidelines
• Consumer report activity and workflow
• Perform miscellaneous job-related duties as assigned
• Internal and external database applications
• Definition of Primary Source Verification (PSV)
• Consumer information disclosure regulations and guidelines
• Understanding of InChecks products, services, and Mission, Vision, Values
• Maintain customer service and quality standards at all times

Duties & Responsibilities

• Maintaining a polite, helpful, and professional manner at all times
• Follow-up on client files
• Completion of special projects, as assigned
• Identify common problems and escalate them to management, along with possible suggestions for improvement
• Learn, retain, and apply PBSA accreditation standards to all tasks
• Maintain confidentiality and security rules in all aspects of the job
• Operations and authorization follow-ups
• Promptly handle all outbound client calls and emails and obtain resolution in a timely and accurate way
• ETA client follow-ups

Scheduled Hours

Part time, hourly position.

Education

High School Diploma or equivalent preferred.

Experience

Ideal experience: One year or more working in a customer service focused office setting such as but not limited to a professional service firm, employment screening firm, or staffing agency. Working well with others, ability to follow detailed if/then instructions for a variety of tasks, and self-motivation techniques necessary to be effective across functions.

Knowledge, Skills, and Abilities

• Knowledge of basic Outlook and Microsoft Office software
• Ability to prepare routine administrative paperwork
• Ability to prioritize workflow and work independently
• Knowledge of customer service standards and procedures
• Ability to frequently operate a computer, keyboard, and phone
• Ability to speak clearly and effectively, primarily 1:1 over the phone or a video call
• Ability to protect applicant data
• Ability to accurately perform data entry tasks
• Knowledge of basic Keyboarding and multi-screen point-click functionality

Working Conditions and Physical Effort

Ability to stay on task, and multitask, in a remote work environment. Close detail work requiring visual acuity. Sedentary, sitting, walking, and moderate physical activities require handling of average-weight objects up to 25 pounds or standing and/or walking for more than 2 hours per day.