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Candidate Experience Representative II-1

May 29, 2026

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<ul><li>Integrity First: We uphold the highest ethical standards in everything we do.</li><li>Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.</li><li>Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.</li><li>Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.</li><li>Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.</li></ul>Job SummaryThis role is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal. Duties and Responsibilities<ul><li>Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed.</li><li>Partner with peers and supervisor to monitor and maintain coverage of all contact streams.</li><li>Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided.</li><li>Troubleshoot and resolve candidate concerns including, but not limited to login issues, error messages, submission of required forms, scheduling of fingerprint and drug screening appointments etc.</li><li>Must be able to maintain applicant/client privacy in compliance with all applicable laws.</li><li>Assist candidates with disputes or consumer statements as required by FCRA.</li><li>Maintain accurate record of contacts and interactions.</li><li>Create positive relationships with contacts to ensure satisfaction and retention.</li></ul>Minimum Qualifications<ul><li>Highschool diploma or equivalent required.</li><li>Minimum of 2 years of customer service experience strongly preferred.</li><li>Minimum of 2 years of working in a call center environment preferred.</li><li>Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.</li><li>Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts.</li><li>Experience responding to escalated calls/customer complaints and providing resolutions</li><li>Ability to work a flexible schedule including days, evenings, and weekends.</li><li>Excellent written and verbal communication skills.</li><li>Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.</li><li>Self-motivated and proactive in approach to issue/ dispute resolution.</li><li>Adaptable to office and home office environments.</li><li>Demonstrated ability to organize and manage multiple priorities.</li><li>Demonstrated problem analysis and resolution skills.</li></ul>Leveling<ul><li>Candidate Experience Rep I will support:<ul><li>Login, ID confirmation, MFA, and other Password Concerns (Includes Student Check)</li><li>Portal Account Status Concerns</li><li>General Form Questions to include employment and address errors, general requirements, education concerns and other general errors as trained.</li><li>RFI Assistance</li><li>Document Upload Assistance</li><li>E-signing Assistance</li><li>Express Scripts Program</li></ul></li><li>Candidate Experience Rep II will support all of the above and:<ul><li>Background Status Questions</li><li>Reviewing Failed Documents</li><li>I9, including candidate and delegate assistance</li><li>Fingerprinting concerns</li><li>Drug screening concerns</li><li>All other Student Check Support</li><li>Backup of Client Success Helpdesk Associate I calls and all calls that cannot be handled by overseas team</li></ul></li><li>Candidate Experience Rep III will support all of the above and:<ul><li>Background Review Requests</li><li>Dispute or Consumer Statement Education and Intake</li><li>Dispute Explanation and Status</li><li>BG Copy Requests</li><li>Assists operations with engaging candidate for supporting documents or information pre-background screen (RFI Support)</li><li>Utilizes in-house system for input of information to the lead if needed</li></ul></li></ul>Working conditionsThis job operates in a remote environment. This role routinely uses general office equipment. Physical requirements<ul><li>Ability to communicate clearly and exchange accurate information constantly.</li><li>Constantly operates computer, keyboard, copy machine, phone, and other general office equipment.</li><li>Ability to occasionally move objects up to 10 lbs.</li></ul>Direct reportsNone.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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