Customer Service Analyst (Background Screening)

Job Description:

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

Description:
Monday-Friday 8am-5pm EST with 1 hour lunch
East coast time zone - remote role

Position Summary
The Customer Service Analyst, Background Screening serves as a key point of contact for candidates, vendors, and internal stakeholders throughout the onboarding and pre-employment screening process. This role is responsible for delivering an exceptional customer experience while ensuring timely completion of background checks, issue resolution, and process administration. The ideal candidate is highly organized, detail-oriented, customer-focused, and skilled in managing multiple priorities in a fast-paced environment.

Key Responsibilities:

Customer Service & Stakeholder Support

• 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.

Background Screening Administration

• 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.

Project & Process Management

• 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.

Reporting & Data Analysis

• 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.

Documentation & Note Taking

• 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.

Required Qualifications

• 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.

Key Competencies

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

Preferred Experience

• 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.