senior screening agent

SENIOR SCREENING AGENT

Reporting to the Manager of Verifications, the Senior Screening Agent is responsible for the meticulous daily processing of Mintz Global Screening. This role requires adherence to established company protocols and a thorough understanding of, and compliance with instructions from superiors. The primary responsibilities include conducting comprehensive verifications of references at all levels, including but not limited to employment verifications, references, academic diplomas, professional accreditations, and other services provided by the company. The Senior Screening Agent must ensure all services are executed in accordance with company procedures and industry standards.

The Senior Screening Agent should demonstrate strong communication skills, leadership qualities, exhibiting discipline, organization, and attention to detail. They must possess the ability to work effectively both independently and within a team environment. Additionally, the agent should maintain an above-average focus on customer service, ensuring client satisfaction and service excellence, and thrive in a fast-paced work setting, managing time efficiently and handling multiple tasks concurrently.

The ideal candidate will have proven experience in a similar role or related field, exceptional organizational skills, and attention to detail. Strong communication skills, both written and verbal, are essential. The candidate must be able to maintain confidentiality and handle sensitive information with discretion, and should be proficient in relevant software and technology used in the screening process.

Responsibilities:

To effectively support the delivery of high-quality services and meet client expectations as outlined in service contracts, the Senior Screening Agent shall:

• Execute verification work using the available tools and remain updated on new services, procedures, and applicable laws.
• Acquire the necessary consent documents for the requested verification.
• Understand clearly the nature and limits of the mandate given by the client.
• Conduct regular monitoring according to customer needs and respond to their questions in a timely manner.
• Provide results to the clients according to established procedures and suggest other avenues of research if necessary.
• Meet client service deadlines.
• Make outbound calls and answer incoming calls to complete verifications.
• Ensure compliance with the company's standards of privacy and security.
• Collaborate with team members to ensure excellent customer service is provided.
• Maintain good relationships with colleagues and supervisors.
• Maintain a clean and operational working environment.
• Understand and apply the problem-solving policy ("Escalation process") if necessary.
• Refer to the team leader for advice, answers to questions, and to inform them of any problematic situations.
• Assist with training when required.
• Perform other duties as assigned by supervisors to support departmental objectives and contribute to team success.

Required Qualifications:

Knowledge and Education

• Hold a minimum of a high school diploma or an equivalent qualification from a recognized Canadian institution
• Communication skills in Brazilian Portuguese, or Russian. Knowledge of English is required to ensure effective communication with teams, colleagues, and external collaborators.

Experience, Skills, and Abilities

• A minimum of one (1) year of experience in customer service.
• Experience in human resources or recruitment is an asset.
• Excellent computer skills, including proficiency with web tools, conventional databases, or other tools used to perform audits.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook), with the ability to effectively utilize these tools for documentation, data analysis, and communication.
• Strong organizational skills, autonomy, and attention to detail.
• Ability to clearly communicate research results.
• Good verbal and written communication skills.
• Aptitude to work both as part of a team and independently.
• Ability to adapt and work effectively in a changing environment.