The EBC (Enhanced Background Checks) Specialist is responsible for credentialing EBC clients according to FCRA regulations, setting up the EBC product, responding to product-support tickets, facilitating the creation of troubleshooting guides, and driving Paycom client education of Paycom EBC resources. They serve as Paycom EBC emerging subject matter experts for client-facing departments as well as product education resources with the goal of timely and accurate credentialing, setup and service. This individual will work both independently and with a group.

　　RESPONSIBILITIES

　　Analyze and maintain detailed documentation of the information gathered to determine if the client meets all credentialing standards and that all steps were successfully completed.

　　Interface with the Compliance and Legal teams to ensure all requirements are met.

　　Convert information submitted from clients into appropriate EBC setup specifications.

　　Ensure that the EBC product is set up accurately and timely within the established SLA.

　　Develop and maintain a high level of rapport and trust with our clients.

　　Manage a queue of assigned tickets and ensure they are completed within the established SLA.

　　Ensure high-level client escalations are responded to immediately in a professional and effective manner.

　　Provide assistance to clients regarding challenging tasks through timely and effective communication.

　　Diagnoses, researches and resolves customer concerns and requests.

　　Serve as a Paycom technology point of contact for EBC by addressing and resolving low and medium urgency tickets and other inquiries about product functionality and best practices from clients and internal stakeholders based on defined service level agreements.

　　Maintain and increase product knowledge through collaborative partnerships with the Product Management department, QA, and other internal partners and products.

　　Understand business objectives for client product usage and provide Product Management with client feedback to improve or adapt Paycom product offerings.

　　May participate in user acceptance testing (UAT) on internal/ client facing EBC product enhancements.

　　Completes Paycom product training and other assigned trainings to stay up to date of new releases and functionality in order to successfully advise and direct clients on best practices to platform optimization.

　　Qualifications

　　Education/Certification:

　　High School Diploma requiredExperience:

　　2 years of customer service, administrative, or similar field

　　Demonstrates ability to communicate effectively and professionally, both written and verbally to stakeholders with varying levels of technical knowledge

　　PREFERRED QUALIFICATIONS

　　Education/Certification:

　　Bachelor’s Degree preferredExperience:

　　Experience working with the Paycom system

　　4 years of background and drug testing experience

　　2 years of project management experience

　　Bilingual ability (English/Spanish) a plus

　　Skills/Abilities:

　　Active listening, ability and willingness to give full attention to what others are saying

　　Must be people focused with a service orientation, actively look for ways to help

　　Cooperative and willing to work with others with a customer friendly attitude.

　　Excellent written and verbal communication skills

　　Strong analytical, organizational and quantitative capabilities

　　Expert at troubleshooting help requests and conducting research to determine a root cause

　　Ability to make clear and concise presentations of findings

　　Ability to work independently and in a team to achieve results

　　Strong attention to detail

　　Ability to work in a fast-paced environment

　　Strong problem-solving skills

　　Manage multiple projects or inquiries concurrently with aggressive deadlines

　　Proficient in Confluence, Jira Service Desk, Zoom, PowerPoint, Word, Microsoft Teams

　　Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. **To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information:** paycom.com/careers/eeoc