Remote opportunity at
First AdvantageCustomer Success Associate
First Advantage is hiring a Customer Success Associate to act as a main point of contact for customers and candidates during background screening. The role is…
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About This Role
First Advantage is hiring a Customer Success Associate to act as a main point of contact for customers and candidates during background screening. The role is remote, and the posting lists a hybrid work setup among its benefits. First Advantage is a Nasdaq-listed HR technology provider headquartered in Atlanta, Georgia, with about 10,000 employees across 17 countries. The associate runs background checks from start to finish, aligns with customer requirements,…
Job Description
First Advantage is hiring a Customer Success Associate to act as a main point of contact for customers and candidates during background screening. The role is remote, and the posting lists a hybrid work setup among its benefits. First Advantage is a Nasdaq-listed HR technology provider headquartered in Atlanta, Georgia, with about 10,000 employees across 17 countries.
The associate runs background checks from start to finish, aligns with customer requirements, communicates with candidates, collects documents and updates systems. Daily work includes data entry, reviewing and processing candidate cases, following up on pending items and keeping cases within agreed turnaround times and service level agreements. The associate is also the first escalation point for case-level concerns and warns customers early when delays are likely.
The role suits someone with a bachelor's degree or equivalent work experience and at least one to two years in a customer-focused environment. Strong written and verbal English, comfort with Microsoft Office and a CRM such as Salesforce, and a habit of working independently under pressure are all part of the profile. The posting also asks for a valid NBI clearance, to be secured promptly so hiring is not held up.
Beyond the job itself, the posting highlights volunteer opportunities, a mentorship program and a manager development program as part of the employee experience.
Responsibilities
- Carry out daily tasks for the customer's extended services, such as data entry, case review and check processing
- Respond to customer inquiries and correspond with customers and candidates
- Watch screening cases to confirm they match the agreed scope and SLA targets
- Give internal teams actionable feedback to support service improvement
- Understand customer screening requirements in detail
- Handle case-level and check-level escalations first, resolving them promptly
- Tell customers in advance about possible delays and share resolution timelines
- Keep tabs on open files, chase outstanding items and hit turnaround targets
- Spot risks to service quality and ways to improve workflows
- Perform other duties related to the customer's scope of work
Requirements
- A bachelor's degree or equivalent work experience
- One to two years in a highly customer-focused environment
- Experience meeting targets and SLA commitments
- Strong verbal and written English communication
- Presentation skills and the ability to build relationships at all levels
- Analytical and interpersonal skills to understand customer needs and concerns
- Skill at scheduling, structuring and ranking a heavy workload
- Problem-solving and follow-through, working independently and with colleagues
- Proficiency in Microsoft Excel, PowerPoint and Word, plus Salesforce or another CRM
- A valid NBI clearance
Qualifications
- Strong customer focus and an eagerness to learn and build a career in the business
- Outside-in thinking to see issues from the customer side and propose fixes
- Self-directed with good time management and integrity in difficult situations
Core Skills
Benefits
- Competitive salary package
- HMO benefits
- Free mental health consultation
- Hybrid work setup
- Employee Impact Groups and FA Cares volunteer opportunities
- Mentorship Advantage Program
- SOAR manager development program
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
The posting describes a remote working location and lists a hybrid work setup among its benefits.
What is the salary?
The posting mentions a competitive salary package but does not give a figure.
What qualifications are needed?
A bachelor's degree or equivalent work experience, plus one to two years in a customer-focused environment.
Is a clearance required?
Yes. The posting requires a valid NBI clearance and asks candidates to have it ready promptly.
Sample Interview Questions
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