Key skills
Leadership
About this role
Role Overview
- Manage escalated orders, high-risk verifications, and complex exception cases
- Serve as a point of contact for sensitive client and internal communications
- Balance SLA performance expectations with heightened focus on quality and compliance standards
- Apply advanced knowledge of verification processes, FCRA requirements, and quality controls
- Conduct targeted quality reviews and support remediation planning
- Identify recurring issues, perform root cause analysis, and escalate findings to Compliance and Operations leadership
- Reinforce accountability and consistency across distributed and international operational teams
- Provide guidance and informal coaching to frontline Operations Specialists
- Collaborate with Compliance, Product, Implementations, and Customer Support to resolve operational gaps
- Maintain and enhance standard operating procedures to improve clarity and operational consistency
- Analyze operational data to recommend workflow enhancements and error reduction strategies
- Additional duties as assigned
Requirements
- 2–4+ years of experience in background screening or compliance-driven operations; Bachelor’s degree preferred or equivalent combination of education and experience
- Strong analytical skills and sound professional judgment in complex or escalated cases
- Working knowledge of FCRA, verification processes, quality controls, and regulated workflows
- Experience handling escalations and sensitive client communications
- Demonstrated ability to identify trends, manage ambiguity, perform root cause analysis, and escalate risk appropriately
- PBSA Certification preferred
- A dedicated home office space that is noise
- and distraction-free with access to a reliable and secure high-speed internet connection
Benefits
- Paid healthcare and life insurance premiums
- Low-cost dental and vision insurance
- Company-paid basic life insurance and a company-paid Short-Term Disability policy
- Employee assistance program
- 401(k) matching up to 4%
- Time off
- 9 company paid holidays
- 2 additional days of paid time off for volunteer activities
- Searching for Stars Employee Referral Program