Screening Agent

Company: Mintz Global Screening

Location: Montreal office and Toronto office

Experience: One year in customer service

Job Type: Full Time, Temporary

Duration: Indefinite duration

Sector: Services

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.

RESPONSIBILITIES

 

To provide customer service in accordance with the standards and in adherence to the specifications of the service contracts, the Screening Agent shall:

  1. Execute the verification work using the available tools and remain up to date on new services, new procedures, and applicable laws
  2. Obtain consent documents needed for the requested verification
  3. Clearly understand the nature and limits of the mandate given by the client
  4. Conduct regular monitoring according to customer needs and answer their questions on time
  5. Provide results to the clients according to established procedure and provide other avenues of research, if necessary
  6. Synthesize information obtained in the form of written reports in a professional and understandable manner
  7. Meet client service deadlines
  8. Make outbound calls and answer incoming calls to complete verifications
  9. Ensure compliance with the company standards of privacy and security
  10. Work with team members to ensure excellent customer service
  11. Maintain good relationships with colleagues and supervisors
  12. Maintain a clean and operational working environment
  13. Understand and apply problem solving policies and the escalation process, if necessary
  14. Refer to the team leader for advice and answers to their questions and advise of any problematic situations
  15. Perform other duties as may be assigned by a superior.

 

REQUIRED QUALIFICATIONS

 

Knowledge and Education

  1. Degree of a college/high school recognized in Canada
  2. Bilingual, English and French, an asset
  3. Ability typing (minimum typing speed)

 

Experience, Skills and Abilities

  1. Experience in customer services - one year minimum
  2. Experience in human resources or recruitment (an asset)
  3. Excellent computer skills, web, conventional database or other tools to clean audits
  4. Strong organizational skills, autonomy, detail-oriented
  5. Capacity to communicate clearly the research results
  6. Communication skills, oral and written
  7. Aptitude to work both in team and individually
  8. Ability to work in a changing environment