Position Summary:
As a Candidate Support Specialist, you will play a critical role in ensuring the smooth progression of background verification cases by managing the end-to-end coordination of Missing Information (MI) follow-ups. You'll work closely with the Scoping and Delivery teams to promptly address MI requests, actively engage with candidates and clients to obtain outstanding documentation, and ensure service level expectations are met through timely and accurate communication. This position is ideal for someone with strong attention to detail, excellent communication skills, and a passion for delivering a high-quality candidate experience.
Key Responsibilities:
- Manage centralized MI follow-ups to support timely case progression and prevent verification delays.
- Action MI requests raised by Scoping and Delivery teams in a prompt, organized, and efficient manner.
- Liaise directly with candidates or clients via email, phone, and chat to gather missing or incomplete documentation and information.
- Track, monitor, and resolve active MI cases within defined service level agreements (SLAs).
- Ensure clear and responsive communication across all channels, maintaining professionalism and accuracy at every interaction.
- Provide candidate-facing support and guidance on:
- Candidate Data Entry (CDE) completion
- Technical challenges encountered during the process
- Required documentation for background checks
- Status updates related to ongoing background verification
Qualifications & Requirements:
- Experience in customer support, candidate services, recruitment coordination, or a similar administrative role.
- Excellent communication skills both written and verbal with a professional and friendly tone.
- Strong organizational and time-management abilities, with an ability to prioritize tasks in a fast-paced environment.
- Proficient in using support tools (email, chat platforms, phone systems); experience with case management
- Ability to handle sensitive information with discretion and maintain data confidentiality.
- Detail-oriented, with a proactive approach to resolving issues and closing open cases.
- Team player with a collaborative mindset and a commitment to providing exceptional support
Desirable:
- Background in HR services, background verification, or recruitment support.
- Familiarity with terms such as MI (Missing Information), CDE (Candidate Data Entry), and background check processes.
