Department Profile: Melissa Schol, Client Services Manager

Welcome to the last week of February! Hard to believe that two months of 2015 have already flown by. We hope you’ve kickstarted your year positively and that you’re on track to reach whatever milestones you’ve set for yourself.

Here at Active Screening, one of our goals for 2015 has been to show a more informative side of ourselves. We want you to meet the people working hard behind the scenes to make your Active Screening experience a positive, memorable one. People like Benton Mobley, our Director of Compliance, and IT guru Kerry Rydman. It’s important to us that you get to know our team of experts and understand why you can rely on them 100% for your screening needs.

This brings us to today’s department profile of Melissa Schol, Client Services Manager at Active Screening. We’re excited for you to get to know her!

Active Screening: How did you get started in the background screening industry? What’s your degree in and how did your work experience lead you to this career? How long have you worked at AS?

Melissa: I’ve worked for Active screening since March of 2009. I started as a Client Service Representative and moved up to Client Service Manager in January of 2012. My work experience has been my education, having spent 16 years in client service and management roles before moving to Tampa and finding my home at Active Screening.

AS: What is Client Services responsible for? How has this changed since you’ve been at AS?

Melissa: In Client Services, we manage all points of contact with our clients. We’re here to help you understand background checks, the laws surrounding background checks, choosing the correct searches for your organization and positions and help with using our systems. Our Client Services team is well-trained and very knowledgeable, you can have peace of mind leaning on their expertise. We’re always looking for better ways to keep client costs down, while streamlining the process to save time. The industry is ever-evolving, so we make continual efforts to train ourselves, so we know what the client wants and needs.

AS: What are some of the most common questions clients have about Active Screening and our services? 

Melissa: The most common questions we receive in Client Services are about services in general. We do a lot of educating about background services. Clients need to know what each service entails, why it’s recommended and what it covers. There are so many layers to our court system, it’s a lot of information for a lay-person to know and understand. Client Services
helps them understand the difference between a national search and federal search, the situations when criminal statewide searches are needed, and when criminal county searches are needed, when to order a civil upper court search and when to order the civil lower court search, etc. 

There’s a lot of information out there, we take pride in the education process. It’s not always necessary to order every search on the menu to get a comprehensive search. We’re here to guide clients through that process.

AS: What are some upcoming trends, products, solutions and/or security measures that clients and prospective AS clients can look forward to seeing in the future? How do you think client services is going to evolve in 2015?

Melissa: We are starting a more aggressive approach to client contact this year. We want to know what works, what doesn’t and how we can make every client’s experience with Active Screening better. Active Screening wants to make every client feel like they’re our only client. Our Client Services department is growing, already adding two new employees to our training program, to help facilitate this feel-good effort.

AS: Since we write a lot about corporate culture on ActiveCare, it’s only fair to ask – What is a typical day like at AS? What’s the culture and vibe like? How do you stay motivated and energized as a Client Services expert?

Melissa: Client Services is a tight-knit team. We like to have fun while doing our jobs. I have a very personable team that truly  
like each other and our clients. We know our clients are doing serious work and we are serious about helping them, but we also like to laugh and let loose. As a team we’ve gone zip-lining, bowling, out to dinner and we love to have pot-luck lunches! Part of my training strategy involves tests as games. We play games that have to do with background screenings and of course we always play for prizes.

Thanks, Melissa! Sounds like you have a fun, active group of co-workers who are dedicated to each other and their jobs.

This entry was posted in Applicant-Entry Solutions, Background Screening, General, Human Resources, Industry Solutions, News and tagged , , , , , , , , by Patricia Carlson. Bookmark the permalink.

Patricia Carlson is a content writer who specializes in B2C and B2B inbound marketing. She blogs regularly for clients about the background screening and finance industries, and generates newsletters, white papers and email campaigns for a variety of businesses. Patricia also produces a heavy rotation of editorial material for home design, law enforcement, and family magazines. She’s been writing professionally for more than a dozen years, and for Active Screening for more than two of those. Check out LinkedIn for a roster of Patricia's clients and links to published works. When she’s not interviewing sources or researching trends, she’s living a fast-paced Florida life questioning the antics of her two young children, partner and mischievous cat. Patricia loves to talk tennis and TV on Twitter - give her a shout @pattycfreelance.
Active ScreeningBarbara S.
Healthcare Industry

"Here at Holland Hospital, we have been extremely pleased with Active Screening. The report results come back quickly, usually within 24 hours or less.  The staff at Active Screening is easy accessible, knowledgeable and responds to our questions promptly."

Active ScreeningLynn C. Staffing Industry

"Benton Mobley has been and remains my Main point of contact at Active Screening from the beginning; so aside from the comfort of dealing with the same person all these years, there is the most important fact of all;  customer satisfaction. Benton knows the business like the back of his hand; and that is what we need in our fast paced industry of staffing. He is the all-time BEST!  MY employer, Leslie, believes in the notion that great service deserves to be rewarded, so we are here for the duration.We get immediate and personalized attention for any and all concerns we need addressed, and in the staffing industry, this is vital."

Active ScreeningCayce R. Education Industry

"My experience working with Active Screening for our background check process has been very positive.  The reports are almost always completed in a very timely fashion. The information reported appears to be very thorough and accurate.  On the rare occasions that we have questions or problems, the customer service team is always very quick to respond and resolve the issue.  Overall, I am very pleased with the service I receive from Active Screening."

Active ScreeningCraig H. Staffing Industry

"Your customer service is excellent.  The turn around time on background checks is quite fast.  Excellent work.  I haven't had a single problem."

Active ScreeningJackie C. Education Industry

"I wanted to thank you and your staff for being so patient and working so diligently with the Human Resources staff during our recent endeavor to process all of our work study students through background screenings.  We have never had to process so many requests within such a short period of time before, but thanks to you and your staff we made it. Again thank you, we made a good choice in selecting Active Screening."

Active ScreeningLindsey W.  Financial Industry

"I wanted to share my appreciation for your wonderful service...switching background screening companies could have been a stressful task, but your company made the transition seamless. Your website was extremely easy to navigate and the turn around time has been great. I appreciate when information is missing or entered incorrectly during ordering, your company notifies me right away to ensure that my error does not hold the reports results, causing us a delay in hiring an individual...Active Screening has been great to us and I would definitely refer them to others."

Active ScreeningTerry S. Property Management

"Working with Active Screening over the last year and half has been a wonderful experience. They deliver fast and informative results at the best price. Their level of professionalism and the speed they respond to our issues is a benefit that any company can value from. I would highly recommend using Active Screening and their amazing team."

Active ScreeningYulesis D.  Staffing Industry

“Interactive Response Technologies (IRT) has more than 2,000 employees at multiple locations across the United States. IRT has been using Active Screening to conduct criminal background checks since 2006. During this time, Active Screening has consistently returned accurate reports, usually with less than 48 hours turnaround. If there are any problems or inconsistencies with the reports, their staff has called to notify us so that we can attempt to rectify the situation. The staff at Active Screening is always courteous and congenial over the phone. In our opinion, Active Screening is outstanding.”

Active ScreeningAndy N. Software Provider

 "Active Screening has helped us screen our applicants in record time for more than two years.... we are very impressed with the professionalism and speed with which their service team responds to our questions. They understand our needs and are a pleasure to work with. I highly recommend them."

Active ScreeningCassie J. Staffing Industry

"The Active Screening team is very informative; they provided a complete consultation on all the services, so I understood what I needed, and saved me hours and hours of my time learning the various services. Their reputation, as being on the cutting edge of employment screening best practices, certainly held true in this instance. The expertise they brought to the table was invaluable to our understanding of our applicants backgrounds. I highly recommend Active Screening to anyone with the task of screening large numbers of applicants and needing reliable customer support."

Active Screening

With over 20 years of law enforcement experience I can attest to the fact that the strongest predictor of future criminal behavior is a person’s criminal history. As the manager of campus safety at my church, I depend on Active Screening to provide a thorough assessment of every criminal history background check we request. For more than 3 years, Active Screening has been faithful to this task with timely, accurate and reliable service.

Active Screening

We have benefited from knowing that we are not exposing the communities we work with or ourselves to unnecessary risk. We continue to have a perfect record in that we have never had a serious incident with a trip participant causing harm or acting inappropriately with any community member or fellow team member- thank goodness!

Active Screening

I would highly recommend any association or organization who conducts background checks to use Active Screening. In addition to my involvement with WAHA, I am an officer in a corporation with over 500 employees who provide treatment, mental health, and correctional services for children and adolescents. Our company is mandated by law to do comprehensive background searches and I can say with the utmost sincerity that Active Screening product rivals that of any government or other private sector process.

Active Screening

We have used Active Screening and their solution VERITY to screen all our coaches and volunteers working with youth. The online system gives us an easy and cost-effective solution to collecting forms and payments from our applicants...and we simply login to view the results of who passed or failed. It's so easy....thank you Active Screening.