Customer Success Associate
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 employeesspanning 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 Associate willactasa primarypoint of contact for extended service delivery requirements and queries from candidates and customers. This role willbe responsible forend-to-end background check processing, customer requirement alignment, candidate communication, document collection, and system update. This role serves as a key liaison between customers and candidates to ensureaccurate, compliant, andtimelyservice delivery.Experienced inworkingtargets and adhering to service level agreements.
Responsibilities :
- 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
- Manage day-to-day customer interactions, responding toinquiries,and providingtimelysupport to ensure a positive customer experience.
- Monitor and oversee background screening cases to ensure deliveryin accordance withthe definedscope of work and Service Level Agreements (SLAs).
- Providetimelyand actionable feedback to relevant internal stakeholders, including Operational Leads and Customer Success Analysts, to drive continuous service improvement and customer success.
- Receive and fully understand customer background screening requirements
- Act as the first point of escalation for customer concerns at the case and check level, ensuring issues are addressed promptly and effectively
- Maintain proactive communication with customersregardingpotential service delays, setting expectations inadvance,and providing regular updates on resolution plans and timelines.
- Track ongoing cases, follow up on pending items, and ensure all cases are completed within agreed turnaround times.
- Identifyservice risks and process improvement opportunities, escalating concerns where necessary to support operational excellence and customer satisfaction.
- Any other duties and tasks related tocustomer scope of work
What You Will Need to be Successful:
- 1-3 years of experience in customer success, client services, account management, service delivery, or other client-facing roles within a corporate environment required.
- Experience meeting targets, following SLAs, and achieving results in a similar role is required.
- Bachelor’s Degree and above or equivalent work experience
- Strong communicationskills in English (verbal and written)
- Able to build strong relationships at all levels of the organization
- Strong analytical and interpersonal skills (analysis, ability to understand customers’needs and concernsand presentation)
- Good business acumen on company’s operations & services
- Able to plan, organize and prioritizea high levelof work
- Must have strong problem-solving and follow-through skills and be able to work independently and interact with colleagues in the organization.
- Positive attitude and ability to work under pressure and attend to priorities and timelines.
- Proficiencyin working in a Microsoft Office environment, including Excel, PowerPoint and Word, and Salesforce or any CRM software used.
What You May Need to be Successful:
- Experience in client accounts or serving as a primary point of contact for customers or business stakeholders.
- Experience in supporting customer retention, renewals, account growth, or relationship management activities.
- Experience in cooordinating contractual, policy, service agreement, onboarding, or account-related documentation.
- Working in a metrics-driven environment with responsibility for meeting service level agreements (SLAs), customer satisfaction goals, or operational targets.
- Collaborating across multiple teams to address customer needs and ensure successful service delivery.
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.
FirstAdvantage 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
Additionalbenefits offered include:
- Competitive Salary Package
- HMO Benefits
- Free mental health consultation
- Hybrid work set up
Please note that avalid NBI clearance isrequiredfor this role. Candidates mustensure thatit is availableas soon as possible to avoid delays in the hiring process.
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.