Job-Specific Essential Duties and Responsibilities:
-Manage and communicate with Agency contacts and background investigators on case status and processing needs for cases that have not been scheduled. Reports to the Department head or Team Lead.
- Respond to incoming calls from government agency customers in a professional and courteous manner.
- Verify caller authorization to request investigation information.
- Adhere to agency communication guidelines and policies to ensure compliance.
- Follow established disclosure guidelines when providing information.
- Accurately log all incoming calls in the tracking database.
- Process requests received via fax, email, and online portal.
- Stay up-to-date on all procedural and process changes through ongoing training.
- Communicate with appropriate departments to assist agencies as needed.
- Enter actions in information systems as required based on agency contact requests.
- Complete other assignments and projects as needed to support department, contract, and business needs.
- Maintain confidentiality and security of sensitive information in accordance with regulations.
- Meet established performance metrics for call handling, quality, and customer satisfaction.
- Participate in regular coaching and development activities to improve skills.
Job-Specific Minimum Requirements:
- High school diploma or equivalent with 2 years experience.
- Must possess an active Top Secret clearance.
- Develop and maintain effective working relationships with team members and individuals to ensure work aligns with identified objectives.
- Must possess the ability to interpret procedural manuals, email communications, and various instructions.
- Demonstrate proficiency in basic computer and office equipment usage (including PIPS, Microsoft Office, fax, and copier).
- Engage in collaborative efforts with customers or fellow team members to enhance overall team effectiveness.
- Exhibit the capability to manage and complete multiple work assignments independently or with minimal supervision.
Preferred Sills and Qualifications:
-Ability to work as part of a team. Problem/situation analysis. Detail oriented. Ability to meet deadlines. Attentiveness. Communication, Interpreting, Monitoring, Independent work, Collaboration.
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