Conduct audits and assessment for existing customers to ensure processes and documentation are updated for certain product/request.

Data verification for Education, Employment, Medical Licenses, etc. for background screening regarding the customer/client needs.

SME resolving questions about product and processes, handling escalations and reporting.

Handling escalations by phone and email.Back-office follow up with customers.

Providing support to the team answering questions aboutproduct and processes. Listening to recorded calls, providing feedback, live monitoring, identifying trends and behaviors that could impact agent performance. Handling escalations and supervisor calls, follow up with customers. Follow up with agents about metrics and trends.