Universal Background provides industry leading people insights to safety sensitive organizations in a simplified experience through our best-in-class background screening, drug testing, occupational health, and verification services. We are proudly ranked as an industry leader in quality and service delivery.

• Serve as the first point of contact for a team of Public Records Operations Specialists, providing real-time guidance, answering process-related questions, and assisting with escalations to ensure smooth daily operations.
• Regularly monitor individual and team productivity, accuracy, and turnaround times to ensure all service level agreements (SLAs) are met. Identify performance gaps and implement corrective action or coaching as needed.
• Facilitate the onboarding of new team members by delivering comprehensive training on company systems, procedures, and compliance guidelines. Provide continuous learning opportunities to ensure the team maintains current knowledge of best practices, policy updates, and industry regulations.
• Review completed background reports and public records searches to ensure they are accurate, thorough, and compliant with company policies and legal requirements. Perform final audits before reports are sent to clients.
• Assist in processing public records searches, conducting special research, and performing data entry when necessary to help the team meet deadlines or handle high-volume workloads.
• Work closely with department management to refine workflows, update procedures, and resolve operational challenges. Provide feedback and recommendations for process improvements to increase efficiency and accuracy.
• Assist in managing daily assignments, balancing workload distribution across team members, and ensuring appropriate coverage during peak periods, staff absences, or shifting priorities.
• Communicate directly with vendors, internal departments, and clients to resolve any issues related to records searches, data discrepancies, or report clarification while maintaining professionalism and excellent customer service.
• Ensure that all team members follow company policies, department guidelines, and applicable laws such as the Fair Credit Reporting Act (FCRA), where relevant.
• Actively contribute to the company’s goals by promoting a collaborative and high-performance team culture focused on accuracy, timeliness, and client satisfaction.
• Perform other responsibilities as assigned to support the needs of the department and company.