Position Title: Processing Quality Specialist
A. BROAD SCOPE AND PURPOSE OF THE POSITION:
This position will be responsible for supporting the Operations Center through processing and monitoring quality and turn-around times.
B. ACTIVITIES:
Principal Functions of the Job
Performs quality checks on services performed by external vendors to ensure client specific guidelines have been met and the results are accurate and clear.
Reviews completed applications to ensure all client guidelines have been met and the results are accurate and clear.
Identifies, documents, tracks, and provides feedback on errors and error trends found during the QA process.
Offers up ideas and solutions, both reactive and proactive, to reduce errors and error trends.
Responds to processing questions and issues from vendors.
Aides in review, documentation, and communication of Standard Operating Procedures (SOPs).
Responsible for providing communication to internal /external resources and teams. Provides findings, updates, changes, and reporting to Operations Center, C3, IT, and all pertinent parties.
Secondary Functions of the Job
Monitors turn-around times on all support and verifying services.
Assist with production queues as needed.
Supports new technology enhancements within the Operations Center by new technology and new enhancements.
Responds to the needs and requests of clients and Orange Tree management and staff in a professional and expedient manner.
Assist other operational departments as needed.
Observes all compliance policies and safety policies and procedures as outlined in the Orange Tree Employee Handbook or safety matters included in other special training.
Other duties as assigned.
C: SUPERVISORY RESPONSIBILITIES:
This position has no supervisory responsibilities.
D: REVIEWS AND APPROVALS:
Example of decisions that can be taken without conferring with supervisor.
• Answering process and procedure questions from internal & external team members
• Identifying best practice opportunities
Example of decisions that can be taken only after conferring with supervisor.
• Confers with supervisor on process and procedure implementation
E. KNOWLEDGE AND EXPERIENCE:
Education and/or Experience
• High school diploma or equivalent with 3 years of customer service, project lead or business operations experience or 1 year of employment with the OTES Operations Center.
• Experience within the background screening process preferred.
• Understanding of Quality and the importance it plays in Operations.
Minimum Skills and/or Knowledge Required
Computer proficiency; ability to use Microsoft operating systems, network folders, and Internet for research purposes
Excellent written and oral communication skills
Strong investigative and problem solving skills
Ability to analyze information and evaluate results
Ability to document information accurately and completely
Professional manner and accountability; flexible within the work environment
Ability to maintain a partnership with all internal teams
Time management and ability to multi-task
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone. The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment, and other essential tasks. The employee is frequently required to sit, stand, walk, bend, stoop, crouch, and reach with hands and arms. This position infrequently lifts, carries, or otherwise moves and positions objects weighing up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Additional Information
Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.
Position Title: Research Specialist
A. BROAD SCOPE AND Purpose of the Position:
This position is responsible for completing and/or assisting in all facets of conducting public record research, including criminal history searches, civil records, motor vehicle records and Workers’ Compensation (post-hire).
B. ACTIVITIES:
Drives to the Minnesota court house as needed to Pull and research records and document findings in OTES system. Assists OTES teams as needed with immediate or rush online searches and information data entry. Contacts appropriate jurisdictions and resources, such as courts, law enforcement agencies, and vendors when necessary to complete accurate research results. Inputs data of research results from OTES vendors, including completion and verification of “verbal/online” public record data. These searches include criminal, driving, civil, and workers’ compensation information as needed. Verifies data is correct and inclusive when inputting into system, which includes analysis of research results received from vendors.
Ensures all research results input and reported to OTES clients are compliant with FCRA rules and regulations and of the highest quality. Partners with Research team co-workers and/or OTES vendors to ensure searches meet turnaround and information guidelines.
Responsible for participating in department and project Lean objectives and events. Responds to the needs and requests of clients and Orange Tree management and staff in a professional and expedient manner.
Other duties as assigned.
Observes all compliance policies and safety policies and procedures as outlined in the Orange Tree Employee Handbook or safety matters included in other special training.
C: SUPERVISORY RESPONSIBILITIES:
This position has no supervisory responsibilities.
D: REVIEWS AND APPROVALS:
Example of decisions that can be taken without conferring with supervisor.
- Make necessary decisions while conducting public record research based upon client guidelines
Example of decisions that can be taken only after conferring with supervisor.
- Confers with supervisor on all questions as needed
E. KNOWLEDGE AND EXPERIENCE:
Education and/or Experience
Associates Degree in Criminal Justice or 2 years of similar work experience required.
3-5 years of Customer service experience.
Experience working with court records preferred.
2-4 years of Background screening experience preferred
Minimum Skills and/or Knowledge Required
Ability to use Microsoft operating systems, network folders.
Proficiency using the Internet for research purposes.
Strong investigative and problem solving skills.
Capable of dealing amicably with all types of people on the phone
Strong oral and written communication skills, ability to document information accurately and completely.
Ability to multi-task.
Able to effectively maintain a partnership with all internal/external teams.
Capable of maintaining confidentiality in all relationships, i.e. company, client, employee
Ability to work in a team setting
Must be flexible in the work environment
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone. The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment, and other essential tasks. The employee is frequently required to sit, stand, walk, bend, stoop, crouch, and reach with hands and arms. This position infrequently lifts, carries, or otherwise moves and positions objects weighing up to 25 pounds.
This position requires driving a personal vehicle to and from the Minnesota court house.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Additional Information
Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.