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 about 10,000 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   

• 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 close Service Center tickets. 

• Provide and maintain 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 while maintaining effective documentation for all calls handled. 

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

• Verify the accuracy of customer billing and identify aging invoice issues. Identify root causes and remedies for billing inaccuracies and make adjustments as required. 

• Prepare, analyze, and determine 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 as required. Create tools and job aids to ensure that customer needs are met. 

• Perform other duties as assigned by management 

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