Customer Experience Representative

Truework, recently acquired by Checkr, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, background checks and more. We are disrupting a $5B+ industry, dominated by legacy incumbents, with a better product and intense customer focus. Within Checkr, Truework operates independently, allowing rapid iteration while also being able to leverage the strengths and assets from our core business. Think of it like joining a startup within a startup!

The Operations team is at the core of Truework’s product fulfillment engine. As an Operations Outreach Specialist, you will be directly responsible for completing manual verification requests, a critical step in delivering our core product. You will serve as a key driver of revenue by ensuring verifications are completed accurately, quickly, and in compliance with all standards. This is a high-impact, high-volume role that demands precision, professionalism, and persistence. You’ll be engaging directly with employers, payroll providers, and HR contacts to obtain verification data and ensure delivery of time-sensitive products that drive customer satisfaction.

What you’ll do

• Own the end-to-end manual outreach process to fulfill employment and income verifications, ensuring fast and accurate product delivery
• Make outbound phone calls and send written communication to HR and payroll contacts to gather required information in a timely manner
• Conduct discovery and validation work to identify accurate employer contacts, ensuring data integrity and preventing fraudulent or incomplete verifications
• Manage a high volume of outreach activity with new claims and follow ups daily while maintaining top-tier accuracy and documentation
• Navigate internal systems and workflows to complete and submit verifications within defined SLAs
• Collaborate cross-functionally with Customer Support, Quality, and other teams to escalate complex issues and contribute to process improvement

What you bring

• 1+ year of experience in outreach, contact center, sales, fulfillment, or other customer-facing roles; startup or high-growth environments preferred
• Exceptional verbal and written communication skills, with a proven ability to persuade and problem-solve via phone and email
• Strong time management and organizational skills with an ability to juggle multiple priorities in a fast-paced environment
• Self-starter mindset with a drive to hit productivity and fulfillment goals
• Deep sense of ownership over customer and revenue-impacting work, and a commitment to data security, confidentiality, and compliance in every interaction
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.

What you’ll get

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity compensation and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to $25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend

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