Customer Service Analyst (Background Screening)

Job Title: Customer Service Analyst, Background Screening  
Duration: 6 Months Contract
100% Remote
 

• Provide exceptional customer service to candidates, employees, recruiters, hiring managers, and business stakeholders.
• Serve as a point of contact for background screening inquiries.
• Respond to questions and resolve issues promptly, professionally, and empathetically.
• Build strong working relationships with internal teams, external screening vendors, and business partners.
• Communicate complex information clearly and effectively to diverse audiences.

• Track applicant progress and proactively follow up on outstanding requirements.
• Conduct phone calls to inquire about missing documents and/or clarifications needed.
• Document all candidate conversations, recording action items and accurate notes.
• Escalate issues, discrepancies, or delays as appropriate.

• Manage multiple screening cases simultaneously while meeting established service-level expectations.
• Support process improvement initiatives and special projects.
• Identify trends, risks, and opportunities to improve efficiency and customer experience.
• Develop and maintain process documentation, job aids, and operating procedures.
• Partner with cross-functional teams to implement process enhancements and system improvements.

• Utilize Excel and reporting tools to track workflow, analyze trends, and produce operational metrics.
• Create and maintain spreadsheets, dashboards, and tracking reports.
• Monitor data quality and identify inconsistencies requiring resolution.
• Provide insights and recommendations based on data analysis.

• Maintain thorough, accurate, and timely case notes and documentation.
• Document customer interactions, decisions, and follow-up actions in case management systems.
• Ensure records are complete, organized, and audit-ready.
• Capture meeting notes, action items, and process changes with a high degree of accuracy.

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years of experience in customer service, talent acquisition operations, background screening, HR operations, or related support functions.
• Strong verbal and written communication skills.
• Demonstrated ability to manage multiple priorities and deadlines simultaneously.
• Advanced attention to detail and organizational skills.
• Proficiency in Microsoft Excel, including sorting, filtering, formulas, pivot tables, and data analysis.
• Strong documentation and note-taking abilities.
• Experience working with case management, HRIS, ATS, or onboarding systems preferred.
• Ability to maintain confidentiality and handle sensitive information appropriately.

• Customer Focus
• Communication Skills
• Problem Solving
• Attention to Detail
• Project Management
• Process Improvement
• Analytical Thinking
• Organizational Effectiveness
• Accountability
• Adaptability

• Experience supporting background screening or pre-employment verification processes.
• Knowledge of onboarding workflows and HR operations.
• Experience working in a shared services or high-volume operational environment.
• Familiarity with compliance, privacy, and data protection requirements.