Fraud & Investigation Analyst

• Title: Fraud & Investigation Analyst
• Location: Alpharetta, GA
• Duration: 12 Months

Onsite

ABOUT THE ROLE

The Customer Service Representative supports the *** Workforce Screening team by organizing candidate email correspondence, providing responsive candidate support, answering and returning candidate calls, assisting with document collection, and scanning and processing international fingerprint cards. The role is a first point of contact for candidates who have questions or need to provide additional documentation after initiating background screening through the Firm’s third-party background screening vendor. This individual answers the Workforce Screening candidate hotline that is staffed M-F during business hours.

KEY RESPONSIBILITIES

• Provide timely, accurate candidate support and contribute to the overall mission of delivering an excellent candidate experience.
• Serve as a first point of contact for candidates with background screening questions or additional documentation needs after their initial background screening process.
• Answer incoming candidate calls, return voicemails, log call notes in the Call Log, and send end-of-day updates to Case Managers on candidate messages and concerns.
• Monitor the Candidate Onboarding email inbox and the US Workforce Screening inbox daily; triage relevant communications and forward items to the appropriate Case Manager folders.
• Advise candidates on process expectations, deadlines, and documentation requirements; follow up with candidates missing required documents or forms.
• Scan and process hard-copy fingerprint cards, ensure fingerprint data is processed accurately and submitted to FINRA, update Fieldglass for contingent fingerprint submissions, and communicate completion to appropriate teams.
• Run daily reports, including the GRL FBI Fingerprint Report, and format reporting templates in Microsoft Excel for distribution to Workforce Screening, Compliance, HR, and Candidate Care teams.
• Investigate MSCN Not Pursued Criminal Lead Report items and notify background screening vendor of issues requiring action.
• Track candidate requests, issues, and call activity, including monthly, quarterly, yearly, and Case Manager-level metrics using Microsoft Excel dashboards.
• Provide feedback to *** management on recurring candidate issues and potential process improvements; prepare ad hoc reports and complete additional assignments as needed.

REQUIRED QUALIFICATIONS

• Experience providing high-volume customer service or operational support in a role requiring discretion, accuracy, and timely follow-up.
• Strong written and verbal communication skills, with confidence interacting directly with candidates and internal stakeholders.
• Ability to manage shared inboxes, triage time-sensitive correspondence, and route matters to appropriate owners for resolution.
• Strong attention to detail when collecting, scanning, logging, and tracking candidate documentation and fingerprint-related information.
• Proficiency with Microsoft Excel for tracking, dashboards, and recurring reporting; ability to organize data into clear operational metrics.
• Sound judgment and professionalism when handling sensitive candidate information and background screening-related inquiries.

PREFERRED QUALIFICATIONS

• Prior experience supporting background screening, onboarding, HR operations, Corporate Security, Compliance, or similar case-management functions.
• Familiarity with background screening or workforce systems.
• Experience producing daily operational reports for cross-functional stakeholders, including Workforce Screening, Compliance, and HR teams.
• Ability to identify recurring issues, recommend process improvements, and support continuous improvement within a high-volume operational environment.

• WHAT YOU’LL BRING
• A candidate-first service mindset and commitment to delivering a positive, responsive screening experience.
• Excellent organization, follow-through, and prioritization across calls, emails, reports, dashboards, and document tracking.
• Comfort operating in a fast-paced environment with multiple stakeholders, deadlines, and sensitive background screening matters.
• A continuous improvement mindset, with the ability to surface patterns, recurring issues, and practical opportunities to improve team processes.

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