Researcher II

About HireRight
HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, Tennessee, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

Overview
CSM Specialist will process ERRC - Enquiry, Request, Rework and Concern adhering to Standard Operating Procedures and guidelines from their Manager on the required productivity and quality of work.

This is a Hybrid position. Majority of the tasks will be performed from home but depending on the need to report to partnered vendors.

• CSM Specialist is responsible for ERRC - Enquiry, Request, Rework. Quality resolution on a timely basis is a must. Prioritization of tasks and working under pressure. Coordinating with multiple Operations Leaders and dealing with diverse culture.

Responsibilities

• Ensure that duties are carried out professionally and in line with the priority to Help Candidates Get Hired
• Quickly and effectively respond to ERRC - Enquiry, Request, Rework from Accounts Team
• Systematically intake, escalate, and triage ERRC - Enquiry, Request, Rework to the relevant owners and teams and follow through on the resolutions to ensure they're delivered
• Effectively communicates with Internal and External stakeholders
• Provides regular updates on the tasks that is being assigned
• Works independently and efficiently
• Making sure that they are up-to-date with the standard operating procedures and constantly reading updates
• Able to prioritize escalated client requests
• Ensure accurate and prompt turnaround on all tasks
• Provide timely follow-up and follow through on all requests, reports, and escalations
• Identify unusual activity by deep diving, compiling, and leveraging information from internal reporting, data analysis, cases, and client trend
• Maintain a "Continuous Improvement" state of mind and helps to suggest and implement changes
• Ensure all actions comply with all applicable Data Protection legislations
• Assist team members and works as part of the team to ensure customers' expectations are met
• May assist in ad hoc projects or assignment given by their Manager as and when required
• Meet or exceed established standards on a consistent basis for quality, customer service, productivity, and service level guidelines.

Qualifications
Education:

• Associate or Bachelor's Degree or applicable working experience in a related field preferred.
• High School Diploma required.

Preferred Experience:

• 2 years of experience in the background screening industry
• Ability to work in a fast paced, but very structured and fact-driven environment/team
• Knowledge of word processing software (MS Word/Outlook)
• Excellent written and verbal communication skills
• Detail oriented
• Knowledge with ERRC - Enquiry, Request, Rework
• Problem solving and troubleshooting
• Critical thinker with the ability to interface with various internal support partners to derive solutions
• Active listener who seeks to understand the root cause of issues and understand the "why" behind the issue
• Strong verbal (building relationships) and written (documenting answers) customer engagement skills
• Persistent work ethic with a positive, team player mentality

What Do We Offer

• All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.

HireRight, LLC is an Equal Opportunity Employer
Minorities / Females / Veterans / Disabilities
HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee