Investigative Support Associate

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.