Disputes Associate

About the team/role

The Disputes Associate plays a central role at Checkr. At Checkr you will join our growing Operations team which ensures the accuracy and efficiency of the background screening process. This operations position requires a candidate with strong communication and interpersonal skills, the ability to remain calm in stressful situations, acute attention to detail, and a willingness to dive deep into research. You will become part of a hard working, scrappy team creating a new standard of quality in the background screening industry.

What you'll do

• Process high volume, often repetitive, dispute related tickets. Answering incoming questions from candidates and updating information when necessary, promoting quality and maximum possible accuracy of background reports
• Review and confirm the details provided by applicants to determine course of action regarding disputes by phone, email, chat, and automation
• File and resolve Motor Vehicle Record and Non Motor Vehicle Record Disputes through Checkr’s internal dashboard
• Identify errors within the ticket and filing process, effectively communicate opportunities for improvement to management
• Recognize system bugs or errors and is able to articulate and escalate appropriately
• Maintain daily production and quality KPIs related to dispute processing
• Work in partnership with court researchers, vendors, law enforcement agencies to investigate disputes with a high level of accuracy
• Contribute to innovation in trust & safety related product and service initiatives

What you will bring

• Candidates with 1+ years of relevant professional experience. Prior experience in risk, fraud, compliance or trust & safety is preferred.
• Research-driven with excellent investigative, critical thinking and customer service skills. An understanding of the judicial process and experience working with penal & vehicle codes and municipal ordinances is preferred.
• Strong verbal and written communication skills; comfortable communicating with law enforcement agencies, court clerks and researchers. Takes ownership and pride in documenting details and actions taken.
• Attention to detail and extremely well organized with proven ability to juggle multiple priorities and work well with deadlines. Ability to make judgment calls -- self-driven and able to thrive while working independently.
• Strong ability to give and receive feedback; ability to actively seek/request feedback from others.
• Process and solution-oriented. Comfortable making decisions and leveraging resources to ensure confidence in doing so.
• Works well under pressure, comfortable in working within time restrictions and deadlines
• Proficiency in computer applications (both offline and internet-based) is required, GSuite and Zendesk (or other ticketing system) experience preferred
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes