Investigator & Onboarding Specialist

Company Information

Founded in 1997, Atlantic Employee Screening is a leading provider of comprehensive employment screening solutions for businesses across various industries. We pride ourselves on delivering accurate, timely, and reliable information to assist our clients in making informed hiring decisions.

Job Summary

The Investigator & Onboarding Specialist is a hybrid role that combines investigative duties with client onboarding support. In the investigative function, the specialist conducts thorough background checks by performing verifications and public record research, while also managing incoming calls and answering live chat inquiries. In the onboarding function, the specialist executes all aspects of the client onboarding process, from setting up new client accounts to coordinating communications and updates across digital platforms. This involves collaborating with the Customer Care, Operations, and Marketing teams to ensure a seamless client experience and support business growth. The Investigator & Onboarding Specialist is an individual contributor and reports to the Client Success Manager (CSM).

Job Duties and Responsibilities

Investigative

• Conduct thorough and timely background checks to meet quality, turnaround, and production metrics.
• Gather and analyze records from county, state, and national databases.
• Verify education, employment, and references.
• Work in coordination with employers, educational institutions, courts, law enforcement agencies, and other relevant institutions for information gathering.
• Write reports or case summaries to document investigations.
• Assist with incoming calls and livechat communications.
• Support investigations and operations teams, acting as a primary point of contact during any state of emergency in the local office area, ensuring uninterrupted workflow and customer service to clients.
• Ensure all investigations are performed in a legal and ethical manner, with respect to privacy and confidentiality.
• Develop knowledge of federal, state, and municipal laws, legal codes, and court procedures.
• Perform other related duties as assigned.

Onboarding

• Set up new client accounts, including configuring users, packages, and drug screening services.
• Update existing accounts, including adding new users, packages, and services.
• Serve as a point of contact during the initial onboarding phase, ensuring clients understand platform functionalities.
• Conduct training sessions and create training and onboarding materials to ensure clients fully understand how to effectively use the platform.
• Handle client-onboarding related questions and issues, troubleshooting integration and setup problems, escalating issues to CSM as needed.
• Engage with prospective, new, and legacy clients to support client retention efforts.
• Develop and maintain a basic understanding of ATS/HRIS integrations.
• Manage and coordinate updates to software homepage.
• Support Marketing team in content creation for quarterly newsletters, website, customer communications, and marketplaces by sharing any critical system feature updates or sharing topics essential for continuing client education.
• Assist the CSM with the preparation and submission of Requests for Proposals (RFPs).
• Support customer service communications, fostering an open and collaborative approach to evolving communication needs.
• Generate and deliver reports to support operations, sales and marketing, and other business functions, providing actional insights for both internal teams and client-facing communications.
• Perform other related duties as assigned.

Education and Experience

• Associate’s degree (or other 2-year degree) required. Bachelor’s degree preferred.
• 2 years of experience in client onboarding, account management, or a related field is preferred.
• At least 1 year of experience as a TazWorks CRA user is required (2 years preferred).
• Must demonstrate excellent interpersonal skills, independent problem-solving skills, and self-motivation.

Required Skills and Abilities

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Proven ability to manage multiple tasks and meet deadlines.
• Strong interpersonal and customer service skills, with an ability to understand and address client needs.
• Basic technical aptitude with integrations and common business software.
• Willingness to learn and adapt to emerging technologies in tools in a rapidly evolving industry.
• Ability to translate complex concepts and methodologies into easily understood language.
• Proficient with Microsoft Office Suite or related software.
• Ability to maintain confidentiality and manage sensitive information.
• Ability to type at least 50 words per minute.

Physical Requirements

• Will spend up to 8 hours per day sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

What We Offer

• Competitive salary.
• 100% employer-paid individual health and vision coverage.
• Company-paid long-term disability (LTD) and life insurance.
• Dental coverage available for purchase.
• Simple IRA with up to 3% employer match.
• Paid vacation and holidays.
• Opportunities for professional growth and career advancement in a rapidly expanding company.

Atlantic is an Equal Opportunity Employer. All qualified applications will receive consideration for employment without regards to race, color, religion, sex, national origin, disability, or protected veteran status.