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