First advantage
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First Advantage is the world's largest provider of comprehensive background screening, identity, and information solutions that give employers and housing providers access to trusted information for making faster, more accurate people decisions. Leveraging our advanced global technology platform and customer service experts throughout the world, we build fully scalable, configurable screening programs that meet the unique needs of over 45,000 client organizations. Headquartered in Atlanta, GA. First Advantage has offices throughout North America, Europe, and Asia.
POSITION REQUIREMENTS
ESSENTIAL DUTIES AND 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 close Service Center tickets.
Provide and maintain an in-depth working knowledge of all client verifications processing guidelines.
Research documentation is provided by the applicant as well as contacting institutions and companies to obtain verifications using a professional and courteous tone at all times.
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 in order 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 makes 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
ABOUT THE ORGANIZATIONFirst Advantage is the world's largest provider of comprehensive background screening, identity and information solutions that give employers and housing providers access to trusted information for making faster, more accurate people decisions.
Leveraging our advanced global technology platform and customer service experts throughout the world, we build fully scalable, configurable screening programs that meet the unique needs of over 45,000 client organizations. Headquartered in Atlanta, GA. First Advantage has offices throughout North America, Europe, and Asia.
EOE STATEMENTWe is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
ABOUT THE ORGANIZATIONFirst Advantage is the world's largest provider of comprehensive background screening, identity and information solutions that give employers and housing providers access to trusted information for making faster, more accurate people decisions.
Leveraging our advanced global technology platform and customer service experts throughout the world, we build fully scalable, configurable screening programs that meet the unique needs of over 45,000 client organizations. Headquartered in Atlanta, GA. First Advantage has offices throughout North America, Europe, and Asia.
EOE STATEMENTWe is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
DESCRIPTION
ESSENTIAL DUTIES AND RESPONSIBILITIES
Maintain and establish effective customer relationships to ensure maximum client satisfaction, retention, and market penetration of FADV fleet products & solutions. Monitor client account activity, satisfaction levels, and other key indicators for issues and opportunities. Proactively pursue solutions to issues or capitalize on opportunities at the earliest possible stages. Maintain all required business records for assigned clients. Promote sales opportunities, and track product/revenue trends, and competitive threats. Focus efforts to provide superior service and solutions to both new and existing customers.
Relationship development and management
Serve as the primary point of contact for assigned clients
Monitor activity, service levels, and client satisfaction to identify issues or opportunities at the earliest possible stages.
Proactively pursue problem resolution and product/service expansion that maximizes the customer experience.
Develop and deliver presentations of FADV products and services, including Quarterly Business Reviews
Customer service excellence
Work cross-functionally with internal and external partners to achieve client objectives.
Escalate operational and technical issues to internal support teams. This may relate to operations, billing, technology, etc.
Stay focused on issue resolution until fully resolved.
Assist in providing alternative solutions to product concerns.
Quarterly review and reporting on client activity
Lead client engagement calls and business reviews.
Document and manage all action/project plans within assigned accounts.
Define and utilize key performance metrics.
Track and analyze the progress and overall strategic direction for client accounts.
Prepare and deliver quarterly (QBR) and annual (ABR) client business reviews.
Administrative
Maintain activity records in Salesforce CRM.
Manage customer contractual documentation within assigned accounts. This may include proposal responses to RFPs, renewals, upsells, MSA’s, Schedule As, Statements of Work, SLAs, and SOPs.
Upselling products and services
Attain monthly, quarterly and annual quotas within a defined list of accounts.
Articulate FADV benefits; demonstrate a clear knowledge of pricing, procedures, and advantages of FADV product/solutions versus competitors.
Promote and offer additional FADV products and services.
Create unsolicited renewal proposals. This requires clear communication and needs analysis.
Drive negotiation of pricing, and terms and conditions.
DESCRIPTION
The Customer Service Representative receives, evaluates, and answers customer inquiries in a timely manner. This position is responsible for enhancing each customer's relationship with First Advantage services by providing support assistance with the application, technical, and business process inquires within First Advantage applications to maximize total value. Answer inbound calls while contributing to the ongoing enhancement of shared knowledge content and promoting the overall value of First Advantage. Strong organizational skills, analysis, high attention to detail, effective time management, solid decision-making skills, and effective problem solving are all key components of this role. $18 an hour, contract to hire role.
Essential Duties and Responsibilities:
Deliver an extraordinary customer experience that inspires satisfaction and exceeds expectations of knowledge, empathy, and professionalism. Achieve individual goals while contributing toward departmental goals for quality, customer satisfaction, issue resolution, productivity, and schedule adherence.
Provide resolutions for most low-complexity support issues for environments, databases, and applications supported by First Advantage services such as Microsoft Windows OS, Microsoft Office, and various Internet browsers (as an applicable by-product). Document troubleshooting steps recommended for each support incident in a clear, concise, and efficient format. Collaborate with internal experts as necessary to resolve issues.
Actively contribute toward new and updated knowledge content that supports continued enrichment of online resources that helps to resolve support cases while promoting the value of this content to all customers.
Share the voice of the customer through appropriate channels to ensure all parts of the organization benefit and have the actionable information needed to drive business decisions
Schedule: Monday- Friday. The flexibility of working hours between 8 am – 8 pm EST
POSITION REQUIREMENTS
Education: High School Diploma or GED required. College Degree (BA or BS) preferred. Bilingual/Spanish language skills preferred
DESCRIPTION
Under general supervision, the Online Records Coordinator serves as a research role, supporting unit operations through the review, interpretation, and fulfillment of public record information for background screening purposes. Position may be assigned to support several different business units within the Court Research and Retrieval Group (CRRG) and is expected to consistently meet departmental expectations on metrics related to deliverables. This position is highly detail-oriented and requires the ability to manage time efficiently. The candidate must have strong organizational skills to be able to multitask effectively and to ensure proper follow-up with internal clients.
Essential Duties and Responsibilities
Monitors workflow or case volume by source or supplier within the certain state(s), traces and updates status information on delayed cases, reviews required statewide documentation received from applicants to ensure it is correct, submits statewide documentation to agencies, and works with customer service or support teams to provide updates or clarification of state repository and/or agency requirements.
Researches and reviews public record information from websites, electronic access court systems. Performs additional research as required to meet customer expectations, and demonstrates the ability to meet and/or exceed established departmental goals for productivity and accuracy.
Interprets criminal records and other types of relevant information from courts, state agencies and accurately fulfills, edits, and/or modifies results of court record searches from courts, agencies, state repositories, and other database searches to ensure compliance with company standards and completeness of order for product delivery.
Develops relationships with court personnel and other state, county, and/or local agencies to obtain information regarding process or policy and support efficient and effective retrieval of the necessary information for consumer reports via Multi courts.
DESCRIPTION
Our Vehicle Operations Specialist (VOS) provides administrative support to ensure every client transaction request, received via phone, mail, or email is properly documented within our current tasking system (Siebel), and manages the timely assignment of requests to the appropriate transactional queue.
The VOS will review the received requests and/or documents to validate and complete with accuracy. Should additional information be needed, the VOS will follow up with the Requestor to obtain the documentation. The VOS will update internal systems with faxed copies of registrations and plate information and will also be responsible for sending weekly reports of missing documents to complete monthly renewals via email.
This position is highly detail-oriented and requires the ability to manage time efficiently. The ideal candidate along with being detailed oriented needs to possess strong organizational skills have the ability to effectively utilize MS Excel spreadsheets and ensure proactive communication between Internal teams.
Essential Duties and Responsibilities:
Data Entry- ensure inbound transactional tasks from clients received via phone, mail, or e-mail, are appropriately documented within the tasking system (Siebel) and routed to the appropriate teams for fulfillment.
Update internal systems (TFMS) with updated location and/or vehicle information as provided by our clients.
Provide recurring reporting to clients for required documents.
Complete administrative tasks associated with ad hoc task folder creation, citation management, and title audit support.
Other duties as identified by management
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