Background Verification Specialist

About the Role

Robert Half is seeking a Background Verification Administrator to join the customer service team. This is a temporary remote position; to be eligible, you must be located in either Central or Eastern Standard Time. The customer service team partners closely with the Manager, Background Checks to resolve customer service issues and educate branch partners on background check industry standards, processes, and best practices.

Responsibilities

• Monitor and review background check (BGC) data via reporting, telephone calls, and the customer service inbox to identify areas of concern and work closely with field users to determine resolution or escalation as applicable.
• Serve as the point of contact for internal and external clients regarding background check submission status, issues, or questions related to regulatory compliance.
• Leverage customer service reports to support all elements of background checks, including developing new processes, training, program opportunities, improving field communication, and enhancing service levels.
• Document and maintain tasks specific to customer service, including processes and policies.
• Create training materials for internal clients on operational, technical, and compliance processes related to background checks.
• Manage training content on internal sites regarding operational, technical, and compliance processes.
• Facilitate training for all end users on Robert Half processes and systems, either one-on-one or via weekly/monthly training calls. Participate in training on new materials and processes.
• Maintain customer relationships by responding to background check inquiries, researching, documenting, and tracking actions in case management software.
• Act as the primary troubleshooter, proactively monitor and resolve system/vendor inquiries or issues in a timely and professional manner.
• Collaborate with other BGC Verification team members or corporate department teams to ensure service levels meet optimal user satisfaction and adhere to best practices and government regulations.
• Ensure timely and accurate BGC processing meets or exceeds expected business needs and objectives.
• Handle approximately 100 calls daily (inbound and outbound) and a mixture of emails.

Requirements

• Strong attention to detail with the ability to handle sensitive information accurately and consistently.
• Proven ability to manage multiple tasks at once while staying organized and meeting deadlines.
• Clear, detail-oriented communication skills with a customer-focused approach to problem-solving.
• Self-directed work style with the ability to take ownership of assignments from initiation through completion.
• Reliable follow-through and a demonstrated commitment to closing out open items effectively.
• Experience using Microsoft Office for documentation, communication, reporting, and training support.
• Ability to learn operational and compliance-related processes quickly and explain them clearly to internal users.

Benefits

Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan.