Clear Star

• Provide front-line support to clients via phone, email, and live chat, delivering timely and accurate guidance on ClearStar’s platforms including Aurora, ScreenMeNow, MIS Admin, and Gateway Tools. • Troubleshoot client issues, analyze service configurations, and deliver clear, actionable solutions. • Document all case activity from intake through resolution using Zendesk CRM with accuracy and consistency. • Manage multiple active priorities and cases independently while maintaining quality and follow-through. • Support client training needs through virtual demos and screen-sharing sessions via MS Teams. • Explain technical concepts and platform functionality clearly and accessibly to clients with varying levels of technical fluency. • Provide input on platform features, documentation, and support resources to improve the overall client experience. • Collaborate with internal teams—including Technical Services, Records & Verification, Sales, Implementation, and Account Management—to resolve cases and ensure accurate client configurations. • Assist with order management tasks and supplier configuration updates as needed. • Participate in system testing and quality assurance activities for new features, platform updates, and configuration changes. • Contribute to internal process improvements and knowledge base development.

• Build, manage, and grow strategic ATS and HR technology partnerships that drive pipeline and revenue growth • Identify and develop new channel and referral partnership opportunities • Strengthen relationships with key partners • Collaborate with Sales and Marketing teams on joint campaigns, webinars, events, and co-marketing initiatives • Track and report on partner performance, pipeline contribution, and ROI metrics • Support partner onboarding, enablement, and ongoing relationship management • Partner cross-functionally with Product, Technology, Sales, and Marketing teams • Represent ClearStar in partner meetings, industry events, and networking opportunities • Help build and scale a more formal, strategic partner program

• Own and execute monthly, quarterly, and annual close processes • Maintain general ledger integrity, reconciliations, and accurate financial reporting • Improve close efficiency by reducing manual work and streamlining processes • Build and strengthen internal controls and maintain audit readiness • Lead external audits and ensure documentation and processes are audit quality • Identify and implement automation opportunities across accounting workflows • Leverage AI and systems tools to improve efficiency, accuracy, and scalability • Partner cross functionally to streamline workflows and eliminate redundant processes • Track and report operational improvements and efficiency gains • Manage cash flow visibility, liquidity planning, and banking relationships • Drive disciplined working capital management • Own federal, state, and local tax filings and manage external tax advisors • Support practical and efficient tax strategies and compliance processes • Own NetSuite structure, integrity, reporting outputs, and system integrations • Ensure clean, reliable, and actionable financial data across systems • Lead and develop a small accounting team with clear expectations and accountability • Drive execution, continuous improvement, and operational discipline across the Finance function

• Lead the Quality Assurance function across global operations • Develop and implement quality frameworks, scorecards, and audit methodologies • Monitor and analyze quality metrics to identify trends and improvement opportunities • Conduct audits and ensure alignment with FCRA and regulatory requirements • Drive root cause analysis and support corrective action planning • Standardize quality processes and maintain clear, consistent documentation • Deliver regular reporting and insights to leadership on quality performance • Facilitate calibration sessions to ensure consistency in quality standards • Support training initiatives to strengthen frontline performance • Partner with Operations, Compliance, Product, and Engineering to enhance workflows • Own and optimize AI-enabled QA tools, including automated scoring and anomaly detection • Configure and refine prompt-based review logic and quality automation workflows • Support the ongoing enhancement of QA systems and automation capabilities

• Lead management of global BPO vendors across offshore and nearshore operations • Establish and enforce SLA frameworks, performance metrics, and governance standards • Monitor vendor performance, analyze trends, and drive corrective action plans as needed • Ensure vendor operations comply with FCRA and data handling requirements • Build and maintain structured reporting on vendor performance, cost, and quality • Partner with Operations, Compliance, and Finance to align vendor strategy and execution • Lead recurring business reviews and performance discussions with external partners • Support onboarding of new BPO processes, including documentation, training, and pilot oversight • Identify opportunities to improve efficiency, scalability, and cost effectiveness across vendor operations • Drive consistency in vendor management practices and documentation

• Own end-to-end compliance operations: consumer disputes, full file disclosure requests, data subject privacy requests, FCRA adverse action workflows, and escalations from Sales, Support, and Operations • Establish and manage SLAs for compliance workflows, tracking performance and driving consistent execution • Monitor federal and state regulatory developments (FCRA, state CRA laws, ban the box, privacy frameworks) and translate changes into internal guidance, operational updates, and client communications • Maintain ClearStar's compliance policy and procedure library, ensuring documentation is current and operationally implemented • Own the client credentialing function, executing daily tasks while maintaining consistent turnaround standards • Support PBSA accreditation through audit preparation, documentation management, and gap remediation • Identify compliance risks and implement mitigation controls in coordination with the Associate General Counsel • Serve as the primary compliance resource for client-facing teams on credentialing requirements, adverse action obligations, and permissible purpose determinations • Develop and deliver employee compliance training and maintain training records • Support the Associate General Counsel with legal operations including contract governance, litigation coordination, entity filings, and document management • Additional duties as needed

• Serve as the primary point of contact for ClearStar's background screening data partners, managing communications, issue resolution, and performance escalations across data quality, service delivery, and fulfillment • Own partner routing end to end, including queue monitoring, outage coordination, and rerouting execution in partnership with Operations and Technology • Track partner performance against SLAs, turnaround standards, and quality benchmarks; maintain a consistent reporting cadence so leadership has visibility into partner health • Reconcile partner cost structures, fee schedules, and court access surcharges against configured pricing and customer invoicing; resolve discrepancies independently with Finance and the relevant partner • Maintain audit-ready partner files including contracts, SLAs, insurance certificates, and fee schedules in accordance with PBSA recordkeeping requirements • Own operational playbooks and partner onboarding documentation as living assets, proactively identifying gaps and driving updates that improve consistency and audit readiness

• Manage escalated orders, high-risk verifications, and complex exception cases • Serve as a point of contact for sensitive client and internal communications • Balance SLA performance expectations with heightened focus on quality and compliance standards • Apply advanced knowledge of verification processes, FCRA requirements, and quality controls • Conduct targeted quality reviews and support remediation planning • Identify recurring issues, perform root cause analysis, and escalate findings to Compliance and Operations leadership • Reinforce accountability and consistency across distributed and international operational teams • Provide guidance and informal coaching to frontline Operations Specialists • Collaborate with Compliance, Product, Implementations, and Customer Support to resolve operational gaps • Maintain and enhance standard operating procedures to improve clarity and operational consistency • Analyze operational data to recommend workflow enhancements and error reduction strategies • Additional duties as assigned

• Oversee order fulfillment, order review, and compliance-related processes to ensure timely and accurate results • Evaluate department efficiencies and implement workflow strategies that optimize resources, reduce friction, and support SLA and quality commitments • Partner closely with the Compliance team to interpret requirements and adapt workflows to maintain alignment with regulations and industry standards • Oversee the collection, analysis, and reporting of quality and productivity data to drive informed decisions and performance • Ensure escalations are addressed timely through effective collaboration with other departments to maintain service reliability • Identify and resolve operational bottlenecks and streamline procedures • Foster a positive team culture through strong communication, training, mentoring, and support for continuous learning • Guide and coach Records Specialists through performance management, expectation setting, and ongoing development to support professional growth and consistent policy adherence

• Ensure accurate, timely delivery of drug screens, clinical results, and medical reports • Oversee result review, interpretation, reporting, and quality assurance • Manage team performance and establish effective workflows • Maintain compliance with regulatory requirements, internal policies, and contractual standards • Drive process improvements based on data and analysis • Build strong partnerships with internal stakeholders and external customers • Lead accurate review, interpretation, and reporting of drug screens and clinical results • Establish and maintain clear workflows and Standard Operating Procedures (SOPs) • Partner with Medical Review Officers (MROs) for timely review of non-negative drug results • Collaborate cross-functionally to support customer retention and meet turnaround goals • Conduct regular audits of MRO processes and procedures • Monitor key performance indicators and recommend operational improvements • Serve as a subject matter expert for result interpretation and reporting obligations