Operations Representative

Overview: Researchers are following processes in a professional and timely manner, adhering to guidelines from their Supervisors on the required productivity and quality of work. This role covers entry level and more experienced Researchers, as well as Verifications conducted in English, as well as other languages (as required). (PR) More specifically, Researchers are responsible for the day-to-day process of completing (as applicable) criminal, credit and DB records for Clients, consistent with all HireRight guidelines. Other duties may also be assigned. **Responsibilities**: - May assign case components for processing - Process background reports according to current reporting guidelines and standards - Maintain in-depth working knowledge of all current guidelines - Complete escalated/rejected requests requiring further investigation - Ensure accurate and prompt turnaround on all reports - Enter received information and input thorough and accurate notes - Maintain accurate and up to date records of actions taken - Provide timely follow-up and follow through on all requests, reports, and escalations - Collaborate with other teams to keep customers informed of issues throughout the screening process - Maintain a "Continuous Improvement" state of mind and helps to suggest and implement changes - Be open to cross training in other functions outside of immediate scope of responsibility - Ensure all actions comply with all applicable Data Protection legislation - Assist team members and works as part of the team to ensure customer’s expectations are met - May assist with mentoring, training, and coaching of new team members within immediate team - May assist in ad hoc projects as and when required - Track and report issues with our business partners - (PR) Contact courts other government agencies or Vendors to complete verification of assigned record - (PR) Consistently acquire new or updated knowledge of jurisdictional processes in order to become proficient in assigned work Qualifications: - Higher School Certificate, Certificate III in Business Administration or equivalent - Minimum 1 yr related experience; - Previous customer service experience recommended - Ability to type at least 35 WPM preferred - Entry level for less complex support and administrative roles requiring basic knowledge of standardized rules, and some previous training or experience. - Understands how one’s work relates to, or coordinates with, the work of others in the unit. - Demonstrates one or more specialised skills for a variety of activities