Investigative Support Associate-1

Cisive; United States; Hybrid; USD 42,000 - 64,000; Full time

Job summary

Cisive is a leading company in background screening and identity verification solutions. This role ensures compliance and gathers all supporting documentation for background checks, guiding candidates through the screening process.

The ideal candidate has strong customer service experience with high-volume calls, knowledge of the FCRA, and excellent communication, time management, and problem-solving skills.

Qualifications

• Experience in customer service with handling high-volume inbound calls.
• Knowledge of the Fair Credit Reporting Act (FCRA) and ability to pass FCRA Basic Certification.
• Ability to adhere to policies, regulations and processes.
• Excellent communication skills, both written and verbal.
• Strong time management and multi-tasking abilities.
• Proficient in Microsoft Word and Excel; good typing speed.

Responsibilities

• Engage candidates for supporting documents prior to background screening.
• Assist candidates with disputes or consumer statements.
• Input information into the in-house system for lead tracking.
• Obtain and maintain FCRA certification.
• Support RFI processes via email or phone.
• Explain the process to candidates and guide them through the system.
• Handle inbound calls from candidates.

Skills

Customer service

High-volume inbound calls

FCRA knowledge

Policy adherence

Communication skills

Time management

Multitasking

Typing skills

Education

FCRA Basic Certification

Tools

Microsoft Word

Excel

Job description

It’s fun to work in a company where people truly BELIEVE in what they’re doing!
We’re committed to bringing passion and customer focus to the business.

At Cisive, our vision is to make securing the right talent effortless. We provide technology-first background screening, identity verification, and continuous monitoring solutions that help organizations hire and manage their workforce with confidence.

Our Values

• Integrity First: We uphold the highest ethical standards in everything we do.
• Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.
• Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.
• Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.
• Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.

Job Summary

This role engages with candidates to ensure compliance and all supporting documentation is obtained for background screenings. They provide support to candidates through the background screening process.

Duties and Responsibilities

• Engage candidate for supporting documents or information pre-background screen.
• Assist candidate with dispute or consumer statement portion.
• Utilize in-house system for input of information to the lead.
• Required to obtain FCRA certification and maintain basic certification.
• Supports the RFI process via email or phone contact.
• Explain process to candidates, guiding them through the system.
• Take inbound calls from candidates.

Minimum Qualifications

• Prior customer service experience, including high-volume inbound calls.
• Experience responding to escalated calls/customer complaints and providing resolutions.
• Knowledge of the FCRA and able to pass FCRA Basic Certification Program.
• Ensure adherence to policies, regulations and processes, ability to exercise sound. judgement and reasoning and resolve problems.
• Superior communication skills.
• Proficient in Microsoft Word and Excel, email, internet and computer-based applications.
• Time management skills, the ability to multi-task and attention to detail.
• Strong computer and typing skills.

Working conditions

This job operates in a professional office environment or remotely. This role routinely uses general office equipment.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Constantly operates computer, keyboard, copy machine, phone, and other general office equipment.
• Ability to occasionally move objects up to 10 lbs.

Direct reports

None.