Job Description:

• Accurately execute the manual criminal review process
• Develop expertise in consumer rights and disputes
• Assist clients in understanding and utilizing screening report results
• Review and analyze criminal records to assess applicant eligibility and mitigate client risks
• Develop expert knowledge of screening software
• Maintain compliance with Fair Credit Reporting Act (FCRA) regulations and federal and state consumer reporting requirements
• Manage and respond to client and consumer inquiries by phone and email
• Guide clients and consumers on next steps in the screening process
• Deliver accurate and timely updates on open tasks to relevant stakeholders
• Assist peers and coworkers with workload management and problem resolution
• Participate in ongoing training sessions and team meetings
• Audit AI outputs for factual accuracy, brand alignment, and hallucinations
• Protect proprietary and personally identifiable information from unauthorized AI models
• Craft clear, context-rich prompts using approved GenAI tools

Requirements:

• Strong attention to detail and ability to work in a fast-paced environment
• Quick adaptability to new processes and procedures
• Excellent verbal and written communication skills
• Ability to follow established rules and regulations
• Professional attitude with the ability to collaborate effectively
• Capability to manage and de-escalate high-stress conversations over the phone
• Willingness to learn and accept coaching
• Experience handling sensitive information preferred
• Previous experience managing difficult conversations and delivering unfavorable decisions preferred
• Experience in the multi-family housing industry preferred
• Bachelor’s degree preferred
• Ability to analyze and review background check data accurately and efficiently
• Ability to maintain compliance with FCRA requirements
• Ability to work within strict deadlines and service-level agreements
• Ability to prioritize tasks and manage workload efficiently
• Ability to work in a fast-paced and high-stress environment
• Spanish-speaking capability indicated by the role title

Benefits:

• Flexible and transparent culture with remote and hybrid work options
• Generous vacation time
• Frequent company recharge days
• Comprehensive medical, dental, and vision coverage
• Fertility benefits for eligible employees and their families
• HSA/FSA options
• Employer-paid disability benefits
• 401(k) or similar retirement plans with employer matching
• Wellness initiatives supporting physical and mental well-being
• Access to an onsite gym at HQ
• Gym memberships
• Mental health resources
• Wellness challenges
• Employee assistance programs
• Entrata Cares volunteerism, charity events, and community giving opportunities
• Exclusive Previ cell phone plan
• Discounts on services or local business partnerships
• Bi-annual swag drops