Job Description

1.Perform assigned daily tasks related to customer’s scope of extended services, such as but not limited to system data entry tasks, reviewing and processing of candidate cases and checks; corresponding with customers and/or candidates

2. Manage day-to-day customer interactions, responding to inquiries and providing timely support to ensure a positive customer experience.

3. Monitor and oversee background screening cases to ensure delivery in accordance with defined scope of work and Service Level Agreements (SLAs).

4. Provide timely and actionable feedback to relevant internal stakeholders, including Operational Leads and Customer Success Analysts, to drive continuous service improvement and customer success.

5. Receive and fully understand customer background screening requirements

6. Act as the first point of escalation for customer concerns at the case and check level, ensuring issues are addressed promptly and effectively

7.Maintain proactive communication with customers regarding potential service delays, setting expectations in advance and providing regular updates on resolution plans and timelines.

8. Track ongoing cases, follow up on pending items, and ensure all cases are completed within agreed turnaround times.

9.Identify service risks and process improvement opportunities, escalating concerns where necessary to support operational excellence and customer satisfaction.

10. Any other duties and tasks related to customer scope of work

Experience:

The successful candidate will have at least 1-2year (s) experience within a highly customer-focused environment. Experience working to targets and adhering to service level agreements and proven track record of successful achievement in similar roles.

• Strong communication skills in English (verbal and written)
• Strong analytical and interpersonal skills ( analysis, ability to understand customers’ needs and concerns and presentation)
• Good business acumen on company’s operations & services
• Effective time management skills
• Able to plan, organize and prioritize a high level of work
• Able to build strong relationships at all levels of the organization
• Must have strong problem-solving and follow-through skills and be able to work independently, interact with colleagues in the organization.
• Positive attitude and ability to work under pressure and attend to priorities and timelines.

Proficiency in working in a Microsoft Office environment, including Excel, PowerPoint and Word, and Salesforce or any CRM software used.

Education:

• Bachelor’s Degree and above or equivalent work experience.

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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.