Job Description

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

Evaluate case details to determine the validity of the dispute based on multiple factors, confirm authenticity of consumer personal identifiers and obtain additional details from internal and external sources as required. Conduct a thorough reinvestigation of the dispute by identifying the source of the disputed information and effectively communicating the nature and intent of the dispute as well as defining the requirements for verification which vary for each product.

Responsibilities

Responsibilities:

• Evaluate case details to determine the validity of the dispute based on multiple factors, confirm authenticity of consumer personal identifiers and obtain additional details from internal and external sources as required.
• Conduct a thorough reinvestigation of the dispute by identifying the source of the disputed information and effectively communicating the nature and intent of the dispute as well as defining the requirements for verification which vary for each product.
• Contact all possible sources that may impact the outcome of the dispute and assess any and all information provided to validate the accuracy of the disputed information. This includes but is not limited to transportation companies, attorneys, state departments of motor vehicles, national credit bureaus, court clerks, district attorneys, department of corrections, parole and probation boards and various other third-party data furnishers.
• Exercise judgement, critical thinking and decision making on a daily basis to determine the best course of action to finalize the outcome of the dispute on a case-by-case basis. However, some standard operating procedures will be followed, as applicable.
• Develop understanding of court processes and legal actions that might affect a criminal record. Interpret details of various types of court documents and develop thorough understanding of how the case statuses will impact reportability of disputed criminal records.
• Evaluate verification responses from third-party data furnishers to ensure the disputed information has been adequately supported pursuant to FCRA regulations.
• Verify authenticity of all documentation submitted to support disputed information by contacting the source of the documentation.
• Effectively communicate with consumers and clients, with tact and diplomacy, as needed throughout the course of the reinvestigation.
• Develop in-depth working knowledge of all reporting guidelines for public records, verifications and motor vehicle products, as well as FCRA and/or DOT regulations as applicable.
• Maintain a thorough audit trail of detailed documentation and notation throughout the reinvestigation process to include the physical file, electronic system, and notification letters to applicants and clients as required by law, and according to internal SOP.
• Assist team members and work as part of the team to ensure departmental expectations are met.
• Work in multi-channel support environment of phone, emails, and/or online live

chat. * Field and resolve issues of low to moderate complexity; escalate more difficult issues

• Handle routine support activities such explain results (for a credit report, driving record, etc.) to clients or applicants, instruct users on entry into online applications, perform ad hoc data entry, build reports, perform basic account

administration functions, make requests for additional items to support an investigation, distribute mail and faxes, and other functions as assigned * Provide great customer service to ensure every contact feels they are

important. * Ensure adherence to Guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems.

• Identify and send new sales leads (such as current client referrals) to a

Business Development Manager * Adhere to FCRA regulations and internal SLA guidelines.

• Assimilate all required reports/documents into a single response packet for mailing or emailing. For emailed packets, documents are compiled using Adobe Pro 11 and Primo Converter.
• Conduct quality check of the response packet to ensure correct documents are provided, all pertinent PSI is masked and appropriate disclosures are enclosed.

Qualifications

Education:

• High school diploma or equivalent required; college degree preferred.

Skills:

• Keen attention to detail.
• Problem-solving and critical thinking skills.
• Ability to collaborate effectively with team members.
• Professional written and oral communication skills (English) and to effectively communicate with team members, consumers and customers.
• Adherence to strict confidentiality standards.
• Ability to work independently with little or no direct supervision.
• Ability to read and understand consumer reports.
• Experience with MS Office products such as Excel, Word, and Outlook, good keyboarding skill.

Experience:

• Minimum 2 years Customer Service/Retail/Service OR 2 Years in Background Screening or other regulated industry
• Strong computer skills, including internet, Word, Excel, Outlook and PC Based applications.
• Excellent written and verbal communication skills in English including proper grammar.
• Typing at 30 WPM
• Listening Skills
• Strict Confidentiality Standards
• Ability to adhere to processes, procedures and guidelines during the execution of tasks and assignments.
• Demonstrated ability to provide a high level of quality customer service

What do we offer

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.

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