Service Delivery & Support Specialist - Veremark : Job Details

Company Description Veremark is a remote-first HR tech scale-up on a mission to help the world trust faster. We started with background and reference checking, pioneering an entirely new approach through Verepass - a blockchain solution which facilitates instant verification by enabling candidates to own, manage, and share their securely-held and verified career credentials. We have recently launched our second product - a Whistleblowing platform with end-to-end encryption enabling employees to report issues safely and anonymously. But this is just the beginning. Join us and become part of the journey using technology to help the world trust faster. Job Description Veremark is expanding its background checking business in the US market, so we are seeking a part-time Service Delivery & Support Specialist to support our US based customers. This position is fully remote for 10 hours per week (2 hours per day, Monday through Friday), and is open to Pennsylvania residents only. Hours must be completed between 10am and 2pm Eastern, and there is possibility for the hours to increase to 20 hours per week in the future. Pay rate is $20 per hour. In this role, you will handle both customer support and service fulfilment, ensuring customer satisfaction at every touchpoint of the verification process. Specifically, this will involve:

• Delivering background screening services as required, including contacting schools, companies, licensing agencies and other entities via phone, email, and/or web to collect and verify information needed to complete background screening requests.
• Handling Personal Identifying Information (PII) confidentially, and in accordance with internal standards and relevant external legislation.
• Providing professional service to internal and external customers including issue resolution.
• Working with internal teams to ensure timely service delivery and a high-level of customer satisfaction.
• Monitoring and responding to customer queries via email, phone, and chat.
• Maintaining accurate customer case notes and ensuring timely responses to customer inquiries.
• Completing screening transactions and monitoring progress of open transactions daily.
• Collaborating with your manager to measure and track your performance.
• Suggesting improvements to department processes to enhance efficiency and deliver a better product to our customers.

Qualifications We are ideally seeking:

• Previous customer service, research, or investigative experience, preferably in the background verification or compliance space.
• Exceptional verbal and written communication skills.
• Experience and demonstrable ability to research business information.
• Proficient in learning and using computer applications.
• Experience working with sensitive data
• Ability and willingness to work in a deadline-driven environment while maintaining consistent delivery of quality results.
• Ability to work from home in a secure environment with self-accountability to complete all assigned work.
• Flexibility to increase hours as required.

Additional Information We are an all-remote organisation with ~140 people spread across the world. We value Trust, Integrity, Data and Experience in everything we do - from the way we collaborate to the products we create. We're focused on transforming the industry while partnering with many of the leading technology platforms in the People & Talent ecosystem. And we're growing fast. Having recently been ranked in Deloitte's Tech Fast 50 for the second year running, we're looking for brilliant people, fast thinkers and passionate change-drivers to join our expanding team.