The Operations Specialist II is an advanced operational resource responsible for managing complex workflows, escalated cases, and high-risk verifications while strengthening quality oversight and operational consistency.
This role bridges frontline processing and leadership by applying advanced operational judgment, supporting quality stabilization efforts, and reinforcing compliance standards. The Operations Specialist II also provides coaching and guidance to frontline Operations Specialists and serves as a key contributor to improving oversight of distributed teams, including international resources.
Impact and Outcomes
- Stabilizes quality performance through proactive oversight and exception management
- Reduces error rates by resolving complex cases accurately and efficiently
- Strengthens monitoring and accountability across operational teams
- Identifies trends and recurring issues, escalating appropriately to Compliance and leadership
- Improves client satisfaction by effectively managing sensitive or high-risk communications
- Contributes to continuous improvement of workflows and compliance adherence
Key Challenges and Problem Solving
- Managing escalated or high-risk cases requiring sound professional judgment
- Navigating ambiguity in complex verifications and exception handling
- Balancing SLA performance with increased scrutiny on quality and compliance
- Identifying root causes behind recurring operational issues
- Supporting maintaining consistency in standards
- Communicating effectively with clients and internal partners on sensitive matters
Key Responsibilities
- Manage escalated orders, complex verifications, and exception cases
- Serve as a point of contact for high-risk or sensitive client and internal communications
- Apply advanced knowledge of verification processes, compliance standards, and quality controls
- Identify recurring issues or performance trends and escalate findings to Compliance and Operations leadership
- Support monitoring efforts related to global operations team performance and quality reviews
- Provide guidance and informal coaching to frontline Operations Specialists
- Conduct targeted quality reviews and assist with remediation planning
- Collaborate with Compliance, Product, Implementations, and Customer Support to resolve operational gaps
- Maintain and enhance standard operating procedures (SOPs) to ensure clarity and consistency
- Analyze operational data to recommend workflow enhancements and error reduction strategies
Required Skills and Competencies
- Strong problem-solving and analytical skills
- Excellent communication skills and sound professional judgment
- Detail-oriented with the ability to manage ambiguity
- Strong understanding of compliance-driven operational environments
- Ability to identify trends and escalate appropriately
- Ability to influence peers through guidance and knowledge sharing
- Comfort working in fast-paced, regulated workflows
Desired Qualifications
- 2–4+ years of experience in background screening
- PBSA Certification
- Working knowledge of FCRA, verification processes, and quality standards
- Experience handling escalations, client communications, or complex workflows
- Demonstrated ability to operate as a senior contributor within an operations team
- Bachelor’s degree preferred or equivalent work experience
ClearStar is an equal opportunity employer. This description reflects the general nature and level of work assigned to this role and is not a comprehensive inventory of all duties or qualifications
ClearStar, Inc. welcomes applications from candidates located in the following states: Alabama, California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Minnesota, Missouri, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, and, Virginia
Compensation The base salary range for this position is $45,000-50,000 annually, depending on experience, skills, and qualifications. This role may also be eligible for performance-based incentive compensation. ClearStar is committed to pay equity and transparency. Actual compensation will be determined based on the candidate’s experience, skills, and qualifications in relation to the requirements of the role.
Compensation & Benefits
Exciting and meaningful learning and development opportunities await at ClearStar! Join us on a journey of discovery and empowerment - where every opportunity is a steppingstone to success and growth. This position is also eligible for excellent benefits that include paid healthcare and life insurance premiums, low-cost dental and vision insurance, company-paid basic life insurance and a company-paid Short-Term Disability policy, employee assistance program, 401(k) matching up to 4%, time off, 9 company paid holidays, and 2 additional days of paid time off for volunteer activities.
The position is eligible for the Searching for Stars Employee Referral Program.
ClearStar offers employers valuable employment intelligence to better support their recruiting and decision-making by increasing the quality, reliability, and visibility of information through background and medical screening. A seven-time Inc. 5000 honoree and founding member of the Professional Background Screening Association (PBSA, formerly NAPBS), ClearStar has provided innovative technology solutions to businesses in the human capital management industry from its corporate offices in Alpharetta, Georgia, since 1995. Since 2020, ClearStar has been a portfolio company of Hanover Investor Management, a London-based private equity firm. By joining ClearStar, you will have the unique opportunity to learn from industry leaders while making an impact on the lives of others. No matter where you are located, you're a valued member of the team. In our remote-first culture, we value trust, flexibility, outcomes and results. You will have access to digital tools and resources that keep everyone connected and collaboration at the forefront. We believe that success comes from empowered individuals working together, and we're committed to ensuring you feel supported, engaged, and set up for success - wherever you are.