1. Job Details
Job Title: Verifications Specialist – Asia Pacific South
Location: North Sydney
Department: Operations
This Position Reports To: Team Leader
2. The Job Purpose Statement
Verification and monitoring various components of a background check and co-ordinating follow up with Clients and Candidates in a timely manner to provide quality and accuracy, client satisfaction and ensure adherence to Service Level Agreements.
3. The Nature and Scope of This Job
Procuring of accurate, timely and complete employment history verifications, references, educational and professional checks for the preparation of background check reports for final review.
Following work processes and Privacy guidelines ensuring strict adherence to all codes to maintain confidentiality with professional interaction between hiring managers, candidates, recruitment agencies and internal FADV departments.
4. The Dimension of This Job
- Completion of employment history verifications and references within 3 days
- Completion of employment history, educational and professional verifications and references with a quality assurance correction rate of less than 5%
- Monitor all other components to ensure timely and accurate completion as per the Clients Service Level Agreement.
- Quality assurance of missing information contacts to ensure accuracy and quality of information going to external parties.
- Client contact - responding to queries promptly and accurately, providing status updates of work in progress and attending client meetings when required.
- Completion of productivity logs as required by Team Leader and achieving a minimum output of 95% productivity.
- Special projects as directed by Team Leader or Operations Manager
- 100% adherence to Privacy Legislation, processes and work flows
- Maintain a minimum average rating of Acceptable in Quality Monitoring
- Provide training and support to team members as directed by Team Leader
- Escalation of issues or complaints to Team Leader (or relevant party if TL unavailable) within 2 hours of becoming aware of them.
- Notification to Team Leader immediately on awareness of productivity or SLA’s unable to be met.
- Attendance and participation in daily huddles, general meetings and team meetings with recording of minutes as required for distribution within 24 hours of the meeting.
- Provide support and assistance to the Reference Co-ordinator as directed by Team Leader.
- Ad-hoc duties as requested by Team Leader.
- 100% adherence to company policies and procedures.
- Respond to all queries within 2 hours of receipt
- Be a positive, willing, contributing and adaptable member of the team at all times
Live FADV Values at all times:
- Communication - high standard of written and verbal communication both internally and externally.
- Respect – treat all individuals internally and externally with dignity and respect. Greet by name, use of positive and professional language written and spoken.
- Leadership – take ownership of work. Introduce improvements to daily work flow and processes.
- Integrity – be responsible and accountable for your own actions. 100% adherence to the privacy act and office security. Re-sit Privacy training and test annually with 100% pass rate.
- Fun – Participation in planning and running activity days. Encouragement of others to participate in social activities. Positive attitude towards and participation in social activities within the team or company.
- Teamwork – participation in team meetings. Actively participating in discussions during daily huddle, team meetings, and office meetings. Assisting others when needed. Giving constructive feedback when requested or the need is discovered.
- Focused – focus on results individually - high quality of work and goals and targets met. Focus on results for the team – assist others when can to meet the team targets.
5. The Principal Accountabilities of This Job
| | Approx. % of time |
| 1. Telephone work procuring references and verifying employment histories, education and professional checks. | 50% |
| 2. Editing and formatting of employment references, employment history, education and professional verifications. | 20% |
| 3. Research and follow up to ensure expedient turnaround of searches. | 10% |
| 4. Quality assurance of missing information contact. | 10% |
| 5. Administrative tasks including maintaining work logs to measure output & meetings / huddles | 10% |
6. Working Relationships
Internal
- Members of other Operations Teams
- Team Leaders
- Operations Director
- Reference Coordinator
- Asia Pacific teams
External
- Hiring Managers
- Candidates
- Recruitment Agents
- Payroll Officers
- Human Resource Officers
- Referees
7. The Major Challenges of This Job
- Managing own time to ensure productivity met
- Obtaining quality references and accurate verifications within the specified turnaround time
- Achieving 100% accuracy and attention to detail within time limits
- Ensuring adherence to all components of the Privacy Act
8. Decision Making Authorities Assigned to This Job
This position is required from time to time to make decisions relating to priority of incoming work, ensuring that at all times service level agreements are met. At all stages it is expected that should the meeting of SLA’s not be deemed possible communication to the Team Leader will be made.
Additionally professional judgment is required on when and who to contact in terms of referees, human resources and payroll professionals and also clients. Judgement is guided by the customer policy notes when to seek alternative referees and in the final instance when to finalise a check as unverified.
Professional judgement is required when negative information is received. This position needs decide when to escalate or highlight negative information. This is to ensure the client’s needs are met.
9. The Special Skills, Knowledge and Work Experiences Needed to Achieve The Objectives of This Job
Essential
- Previous experience in Microsoft Word, Excel & Outlook
- Touch Typing skills of 45 wpm at a minimum
- Proficient English skills
- Strong organisational skills and the ability to follow processes
- Ability to manage own time effectively
- High level of attention to detail
- Superior oral and written communication across all levels and the ability to actively interact with all team members and external customers in a professional and positive manner
Desired
- Previous interviewing and recruiting experience is highly desirable.
- A willingness to take responsibility & accountability and the spirit to serve.
Apply Now!
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