About this role
The Customer Support Executive will serve as the primary point of contact for international background verification (BGV) processes, ensuring seamless communication between clients, candidates, and internal teams. Working within the CLM International Back Office, you will support US and UK clientele, troubleshoot issues, and maintain high service standards while adhering to compliance and data‑privacy regulations.
- Respond to client and candidate inquiries regarding International BGV and Client BGV processes.
- Coordinate verification requests with internal BGV teams and external vendors.
- Maintain accurate records of all BGV activities in the company's CRM system.
- Escalate complex issues to senior management or legal compliance as needed.
- Provide status updates and turnaround time estimates to US/UK clients.
- Ensure compliance with data‑privacy laws (GDPR, CCPA) during all communications.
- Prepare and deliver regular performance and SLA reports to stakeholders.
- Assist in onboarding new clients by explaining BGV workflows and requirements.
- Identify and recommend process improvements to enhance efficiency and client satisfaction.
- Participate in periodic training on BGV regulations and customer service best practices.
- Bachelor's degree.
- Min. 6 months of experience in customer support, preferably in BGV or compliance services.
- Strong written and verbal communication skills in English.
- Familiarity with US and UK background verification standards and regulations.
- Proficiency with CRM tools and Microsoft Office Suite.
- Excellent problem‑solving abilities and attention to detail.
- Ability to manage multiple client accounts simultaneously.
- Customer‑focused mindset with a commitment to service excellence.
- Experience working in a back‑office or shared services environment.
- Flexibility to work occasional evenings or weekends to meet client SLAs.