Customer Service Specialist

Overview

Aerotek has an immediate opening for a Customer Support Specialist / Backgrounds Compliance Analyst - Customer Service at the corporate office in Hanover, MD.

Compensation: $21.63/hr ($45k) + quarterly bonuses

OVERVIEW

When our clients request a background check, the Background Compliance Analyst (Customer Service) plays a vital role in the company's candidate selection process by ensuring candidates do not pose an unreasonable risk to our client's personnel and property. A Background Compliance Analyst (Customer Service) responsibilities include, but are not limited to, interpreting client-required background check requirements, submitting requests for custom screening packages with our third-party vendor, ensuring proper background check requirements are maintained in internal systems, responding to questions and issues from our internal and external customers, and providing superior customer service at all times.

ESSENTIAL FUNCTIONS

• Draft and maintain contractual agreements, including Exhibit Bs and related background screening documentation, in accordance with established company requirements and applicable federal, state, and local laws.
• Review and interpret client-specific background screening requirements and accurately maintain requirements within internal systems and documentation.
• Submit requests to third-party background screening vendors to establish or modify screening packages based on documented client requirements.
• Review screening packages, documentation, and system information for accuracy; identify and resolve discrepancies in accordance with established procedures.
• Apply sound judgment within established policies, procedures, and guidelines when addressing background screening matters, escalating complex or higher-risk issues as appropriate.
• Research and resolve background screening issues by reviewing available information, identifying patterns or discrepancies, and applying established processes to determine appropriate next steps.
• Provide timely, accurate, and professional customer service to internal and external customers through written and verbal communication.
• Coordinate with internal business partners, clients, and third-party vendors to clarify requirements, obtain information, and resolve background screening questions or issues.
• Maintain accurate and complete records of client requirements, screening packages, requests, documentation, and changes within applicable systems.
• Manage multiple customer requests, screening issues, and competing priorities while maintaining accuracy, confidentiality, responsiveness, and established service expectations.
• Support new client implementations and changes to existing screening requirements by completing assigned documentation, system updates, package requests, testing, and validation activities.

QUALIFICATIONS

Education

• Bachelor's Degree is preferred, but not required

Work Experience

• 0-1 year of experience working in a professional setting is preferred, but not required
• 1-2 years of experience in a customer service role with experience in successfully resolving issues/complaints
• 0-1 year of experience with background checks for employment purposes is preferred, but not required

Skills and Abilities

• Knowledge of criminal justice system and/or terminology is preferred, but not required
• Must be comfortable working with high-volume, high expectations, and deadlines
• Must be able to work both as an individual and with a team
• Must be able to effectively communicate with multiple levels within the organization
• Possess a working knowledge of Microsoft Office including, but not limited to, Outlook, Word and Excel
• Effective oral and written communication, excellent judgement and decision-making abilities.
• Be agile, action-oriented, result-oriented, and a self-starter
• Be comfortable and able to work through ambiguity to resolve questions and/or issues

Per Pay Transparency Acts: The range for this position is $45,000 - $56,000 + annual bonus potential of $4,000

Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role is eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Tuition Assistance
• Time Off/Leave (PTO, Primary Caregiver/Parental Leave)

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.