• Manage centralized MI follow-ups to support timely case progression and prevent verification delays. • Action MI requests raised by Scoping and Delivery teams in a prompt, organized, and efficient manner. • Liaise directly with candidates or clients via email, phone, and chat to gather missing or incomplete documentation and information. • Track, monitor, and resolve active MI cases within defined service level agreements (SLAs). • Ensure clear and responsive communication across all channels, maintaining professionalism and accuracy at every interaction. • Provide candidate-facing support and guidance on: • Candidate Data Entry (CDE) completion • Technical challenges encountered during the process • Required documentation for background checks • Status updates related to ongoing background verification

• Manage centralized MI follow-ups to support timely case progression and prevent verification delays. • Action MI requests raised by Scoping and Delivery teams in a prompt, organized, and efficient manner. • Liaise directly with candidates or clients via email, phone, and chat to gather missing or incomplete documentation and information. • Track, monitor, and resolve active MI cases within defined service level agreements (SLAs). • Ensure clear and responsive communication across all channels, maintaining professionalism and accuracy at every interaction. • Provide candidate-facing support and guidance on: Candidate Data Entry (CDE) completion, Technical challenges encountered during the process, Required documentation for background checks, Status updates related to ongoing background verification

• Support clients who have ordered background checks including criminal record checks, employment history verification, educational qualification verification, reference checks, and professional licensce validation, with general questions, technical issues and escalations. • Coordinate with internal teams to resolve client queries regarding specific checks to provide status updates and any action needed. • Ensure compliance with regulations and company policies, including adhering to data privacy regulations and ensure the secure handling of personal data during the vetting process. • Handle these client queries across multiple channels: phone, email and live chat. • Be the voice of the client by highlighting any common pain points experienced across the product to your team leader. • Promote continuous improvement by identifying areas of waste within our current processes to bring about efficiencies where possible.

• Assisting customers by providing information about products and/or services • Responding to alerts from servers, applications, and network • Monitoring and responding to multiple channels of customer communication including chat, email, and phone • Accurately entering/updating tickets into a ticketing system and calling technicians as required • Supporting the following types of calls: IT Desktop Applications, IT Infrastructure, Customer and End User Service Requests, Application Troubleshooting • Managing alarm events and technical application issues • Supporting/Performing Project Tasks, Requirements and other Operations deliverables as requested