Customer Success Analyst

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. 

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. 

About First Advantage 

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services. 

Headquartered in Atlanta, GA, we have an internationally distributed workforce of about10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale. 

What You'll Do   

A successful Customer Success Analyst willact asa primary point of contact for extended service delivery requirements and queries from candidates and customers. This role willbe responsible for end-to-end background check processing, customer requirementalignment, candidate communication, document collection, and system update. This role serves as a keyliaison between customers and candidates to ensureaccurate, compliant, andtimely service delivery.Experienced in workingwith targets and adhering to service level agreements. 

Responsibilities 

• Perform report research and analysis for internal and external customers. Ensure that reports and information requests are delivered on time and that SLAs are met. Monitor, enter, update, and closeService Center Tickets. 

• Provide andmaintain an in-depth working knowledge of all client verification processing guidelines. 

• Research documentation provided by the applicant and contacting institutions and companies to obtain verifications, always using a professional and courteous tone. 

• Communicate effectively and efficiently while obtaining verification information over the phone. 

• Manage incoming and outgoing calls for Education, Employment, and Licensing Verifications whilemaintaining effective documentation for all calls handled. 

• Provide quality assurance and data review of information obtained for verifications. 

• Verify the accuracy of customer billingandidentifyaging invoice issues.Identify root causes and remedies for billing inaccuracies andmake adjustments asrequired. 

• Prepare, analyze, anddetermine trends for monthly account reviews. Ensure that client fact sheets are kept current and relevant. Create a program overview outline document for all assigned accounts. 

• Identify and generate sales leads to contribute to FADV's overall revenue generation, account retention, and growth. If applicable, generate no less than one sales lead per month. Maintain account retention at no less than 90%, with a target retention rate of 100% for assigned based. 

• Obtain first-hand customer information and make recommendations for improvements to products and services. 

• Deliver departmental and customer training asrequired. Create tools and job aids to ensure that customer needs are met. 

• Perform otherduties assigned by the management. 

What You Will Need to be Successful: 

• High School Diploma or GED, or equivalent 

• 3+ years of customer service experience, including direct interactions with external clients or customers 

• Language requirement: Must be able to speak English,Cantonese and Mandarin 

• Experience in using Microsoft Office products such as Outlook,Powerpoint, Word and Excel) 

• Experience in Siebel or equivalent CRM tools 

What You May Need to be Successful: 

• Ability to multi-task and manage daily assignments 

• Ability to handle stressful, rapidly changing situations involving largecustomers 

• Ability to simultaneously handle multiple customer requests and deadlines 

• Excelling verbal and written communication skills 

• Good problem solving and analytical skills 

• Sense of urgency to meet client expectations 

• Ability to thrive in a dynamic team environment, as well as act independently 

Why Join Us at First Advantage? 

At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.  

First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development. 

• Employee Impact Groups 

• FA Cares volunteer opportunities 

• Mentorship Advantage Program 

• SOAR, award-winning manager development program 

What Are You Waiting For? Apply Today! 

You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest andexpertise, tell us about you by applying now! 

We have great people here and are looking for more. Come join us!
 

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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.