Reporting to the Operations Manager, the Screening Agent is responsible for the daily processing of Mintz Global Screening.
The Agent must ensure that all services are delivered in accordance with the company's procedures and understand and respect the instructions given by his or her superiors.
These services mainly include verifying applicants' references at all levels as well as criminal and civil records, credit records, driving records, diplomas, professional accreditations, and other services offered by the company.
To provide customer service in accordance with the standards and in adherence to the specifications of the service contracts, the Screening Agent shall :
Execute the verification work using the available tools and remain up to date on new services, new procedures, and applicable laws
Obtain consent documents needed for the requested verification
Clearly understand the nature and limits of the mandate given by the client
Conduct regular monitoring according to customer needs and answer their questions on time
Provide results to the clients according to established procedure and provide other avenues of research, if necessary
Synthesize information obtained in the form of written reports in a professional and understandable manner
Meet client service deadlines
Make outbound calls and answer incoming calls to complete verifications
Ensure compliance with the company standards of privacy and security
Work with team members to ensure excellent customer service
Maintain good relationships with colleagues and supervisors
Maintain a clean and operational working environment
Understand and apply problem solving policies and the escalation process, if necessary
Refer to the team leader for advice and answers to their questions and advise of any problematic situations
Perform other duties as may be assigned by a superior.
Knowledge and Education
Degree of a college / high school recognized in Canada
Bilingual, English and French, an asset
Ability typing (minimum typing speed)
Experience, Skills and Abilities
Experience in customer services - one year minimum
Experience in human resources or recruitment (an asset)
Excellent computer skills, web, conventional database or other tools to clean audits
Strong organizational skills, autonomy, detail-oriented
Capacity to communicate clearly the research results
Communication skills, oral and written
Aptitude to work both in team and individually
Ability to work in a changing environment