Job Summary:
The Pre-Employment Background Services Specialist manages high-volume pre-employment background screening services for Creative Security Company’s internal hiring needs and for external clients that purchase background screening services from CSC.
This position owns screening requests from initiation through completion, including reviewing returned results for completeness, researching discrepancies, coordinating follow-up, monitoring turnaround times and service-level commitments, maintaining client accounts, and providing timely, accurate status information to authorized internal stakeholders and client representatives.
The Specialist also serves as the primary operational point of contact for client billing matters, confirms invoice accuracy, supports timely invoicing, helps resolve billing questions or discrepancies, and coordinates accounts receivable follow-up for CSC’s client background screening business.
This is a high-volume, deadline-driven, client-facing role requiring substantial background screening experience, strong analytical judgment, accuracy, discretion, urgency, communication, and independent process ownership.
Core Duties Include:
1. Pre-Employment Background Screening Operations
- Manage high-volume pre-employment background screening requests for CSC candidates and external client organizations.
- Initiate, monitor, review, and close background screening orders using FPS and other applicable screening systems.
- Manage criminal record searches, employment and education verifications, MVRs, identity-related searches, and other authorized screening components.
- Review returned reports for completeness, discrepancies, exceptions, missing information, and items requiring additional research or escalation.
- Coordinate follow-up with screening vendors, candidates, internal hiring teams, and client contacts to resolve incomplete or delayed screenings.
- Maintain accurate status information throughout the screening lifecycle and process requests in accordance with established service levels, client requirements, and approved procedures.
2. Results Review and Escalation
- Analyze completed screening reports and identify records, discrepancies, or incomplete results requiring additional review.
- Confirm that ordered screening components are complete and sufficiently documented.
- Prepare clear summaries of screening status, outstanding items, and identified exceptions for authorized internal stakeholders and clients.
- Escalate potentially disqualifying, disputed, inconsistent, or sensitive results through the appropriate approved review process.
- Distinguish screening administration and completion from final employment eligibility decisions and maintain documentation supporting communications and escalations.
3. External Client Service, Billing, and Accounts Receivable Support
- Serve as the primary operational point of contact for clients purchasing CSC pre-employment background screening services.
- Receive and process client screening requests accurately and within established service expectations.
- Provide clients with timely updates regarding order status, delays, incomplete information, documented results, expected next steps, and vendor follow-up.
- Maintain client-specific screening requirements, service instructions, authorized contacts, pricing information, billing contacts, and escalation procedures.
- Confirm billable screening activity and invoice accuracy before or during the invoicing process.
- Coordinate with CSC Finance on timely client invoicing, invoice support documentation, credits, corrections, and billing discrepancies.
- Respond to client billing questions and help resolve invoice issues promptly and professionally.
- Support accounts receivable activity by monitoring open background screening invoices, assisting with client follow-up, documenting payment-related communications, and escalating aging or disputed balances to Finance.
- Help ensure a consistent, responsive client experience across CSC’s background screening accounts.
4. Internal CSC Screening Support
- Support CSC’s internal pre-employment background screening requirements across locations and operating functions.
- Coordinate with Recruiting, HR, Operations, and hiring managers regarding screening status and outstanding requirements.
- Provide accurate screening status information without prematurely communicating a final hiring determination.
- Identify screening delays that may affect anticipated start dates and support a clear handoff to authorized hiring and onboarding teams.
5. Systems, Reporting, Data Management, and Quality Control
- Maintain complete and accurate records in FPS, other applicable screening systems, and client-management systems.
- Reconcile screening-system activity against internal and client request logs, billable activity, and invoice support information.
- Maintain screening trackers, reports, dashboards, client account records, and audit-ready documentation.
- Monitor order aging, turnaround times, exception rates, incomplete requests, unresolved results, invoicing status, and open accounts receivable items.
- Produce internal and client-facing reports in accordance with approved access and confidentiality requirements.
- Conduct quality-control reviews to identify missing documentation, inconsistent status information, billing discrepancies, or workflow breakdowns.
- Protect confidential candidate, consumer-report, employee, financial, and client information and restrict access to authorized parties.
6. Vendor Coordination
- Coordinate with background screening, MVR, verification, and other applicable pre-employment screening vendors.
- Monitor vendor turnaround times, follow up on delayed or incomplete results, and escalate recurring quality or service issues.
- Support established service-level expectations, process standards, pricing validation, and invoice reconciliation when applicable.
7. Process Improvement
- Identify bottlenecks and recommend improvements to screening throughput, quality, billing accuracy, client responsiveness, and service consistency.
- Support standardization of background screening processes across CSC and applicable VSG operating companies.
- Develop and maintain SOPs, workflows, quality checks, client instructions, billing support procedures, reports, and communication templates.
Success Metrics:
Success in this position is measured across core KPIs including:
- Screening turnaround time and percentage of orders completed within established SLAs.
- Accuracy and completeness of screening orders, results review, status reporting, and escalations.
- Internal hiring-team and external client responsiveness and service satisfaction.
- Vendor turnaround-time and quality performance.
- Billing accuracy, completeness of invoice support, and timeliness of invoicing.
- Accuracy of accounts receivable tracking and timeliness of follow-up on aging client balances.
- Number and age of unresolved, incomplete, or exception-based screening requests.
- Timely resolution of client billing questions, credits, corrections, and disputed invoices.
- Compliance with documentation, confidentiality, and access-control requirements.
- Reduction in preventable delays, rework, incomplete submissions, and billing discrepancies.
Core:
- Five or more years of direct, hands-on experience administering pre-employment background screening services.
- Demonstrated experience supporting a high-volume, high-velocity business, staffing organization, workforce-intensive employer, or background screening service provider.
- Experience independently managing screening orders from initiation through completion and reviewing completed reports, discrepancies, exceptions, and incomplete results.
- Experience communicating screening status and results-related information to internal hiring stakeholders and external business clients.
- Hands-on experience with FPS or a comparable background screening platform.
- Working experience with criminal record searches, employment and education verifications, MVRs, identity-related searches, and other common pre-employment screening components.
- Experience with client account management, billable service validation, invoice review, billing issue resolution, and accounts receivable support or coordination.
- Experience monitoring SLAs, aging, turnaround times, vendor performance, service quality, billing timeliness, and client account status.
- Strong analytical, written, and verbal communication skills and the ability to identify discrepancies, patterns, missing information, and matters requiring escalation.
- Demonstrated ability to manage confidential and sensitive information with accuracy, discretion, and sound judgment.
Skills + Competencies:
As demonstrated through experience, training, and/or testing:
- Background screening provider experience or experience in a business that provides screening services to external clients is strongly preferred.
- Experience supporting security, staffing, healthcare, transportation, facilities, or another workforce-intensive or regulated industry.
- Experience supporting multiple clients, business units, locations, or operating companies.
- Experience developing SOPs, quality-control processes, client-service standards, billing support procedures, reports, and escalation protocols.
- Strong organizational and time-management skills with the ability to independently manage significant transaction volume and concurrent priorities.
- Customer-focused approach and ability to communicate complex or sensitive screening and billing matters clearly and professionally.
- Continuous improvement mindset with an interest in automation, reporting efficiency, process standardization, and client-service quality.
- Ability to collaborate effectively across Operations, Recruiting, HR, Finance, vendors, and client organizations.
- Relevant professional training or certification in background screening, compliance, client service, or screening operations is preferred.
Working Conditions:
The successful candidate must be able to perform the essential functions of the position, with or without reasonable accommodation. The following outlines the typical responsibilities and physical & environmental demands associated with this role and is not intended to be an exhaustive list of all duties or requirements.
- Ability to maintain professionalism and composure when interacting with senior executives, clients, regulatory authorities, candidates, employees, vendors, and the public, including during urgent, high-pressure, and crisis situations.
- Customer-focused mindset with a commitment to service excellence, continuous improvement, and operational consistency across geographically dispersed locations and client accounts.
- Outstanding communication and interpersonal skills with the ability to build trusted relationships across all organizational levels, influence key stakeholders, and maintain effective client relationships.
- Effectively manage multiple priorities, concurrent projects, and client requests in a dynamic, high-volume enterprise environment.
- Discretion and sound judgment when handling highly sensitive, confidential, consumer-report, employee, financial, proprietary business, and client information.
- May require extended periods of sitting, typing, and viewing computer screens.
- Occasional extended work hours may be required.
- Must be able to maintain confidentiality while handling sensitive candidate, consumer-report, employee, financial, proprietary business, and client information.
- Minimal travel may be required for meetings, training, or support of multiple office locations.
Pay: $78,000.00 - $81,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Application Question(s):
- How many years of direct, hands-on experience do you have administering pre-employment background screening services?
Experience:
- Pre-employment screening: 3 years (Required)
- Client Billing related to background screening: 2 years (Required)
- QuickBooks, Sage Intacct, NetSuite, or Oracle: 2 years (Required)
Work Location: In person
