Senior Verifications Operations Lead - LATAM

Firstadvantageindia; Americas; Presencial; PHP 334.800 - 558.000; Jornada completa

Descripción de la vacante

A leading background screening company is seeking a Senior Verifications (Operations) Specialist in Pampanga, Philippines. This role requires a high school diploma, with a preference for further education, and 3-5 years of related experience, preferably in a call center setting. Responsibilities include providing administrative support, mentoring team members, and ensuring high-quality data verification. Strong communication skills and proficiency in Microsoft Office, especially Excel, are necessary for success in this position.

Formación

• Minimum of 3 years of experience in a call center or related role.
• Demonstrated ability to perform repetitive tasks accurately.
• Self-motivated, resilient, adaptable, and organized.

Responsabilidades

• Provide administrative support services to the LATAM Verifications Unit.
• Mentor Verifications Specialists and improve processes.
• Meet or exceed performance targets with high-quality results.

Conocimientos

Excellent communication skills

Attention to detail

Customer service commitment

Team collaboration

Educación

High School diploma or equivalent

Associates or Bachelor's degree preferred

Herramientas

MS Office Suite

High proficiency in Excel

Descripción del empleo

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. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

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 The Role:
The BilingualSenior Verifications (Operations) Specialist will provide administrative support services to our LATAM Verifications Unit via efforts to obtain verifications on non-criminal related background elements. Elemental data consists of employment history, professional licensures, educational degrees, DOT compliance, etc. This individual must be bilingual in Spanish & English (both written & verbal). The Senior Verifications (Operations) Specialist will ensure that their work is completed at a high-quality level and in accordance with the established FADV policies, procedures and standards. The Senior Verifications Specialist will support their VP and their direct manager as directed. They will support Verifications Specialists and other members of the team via training and mentoring and will make recommendations for process improvement initiatives when opportunities arise. Annually and as required, the Senior Verifications (Operations) Specialist will establish individual goals and objectives which will cascade from senior executive leadership goals. This role requires a higher level of operations sophistication and familiarity than does the Verifications (Operations) Specialist, preferably with call center and/or production environments. Organizational skills, “customer/client service first” mindset, attention to speed and quality, as well as problem solving and executing with urgency (often within short-time frames) are key components for success the candidate in this role.

This Is What You’ll Do:
Day-to-day production and fulfillment:

• Learn and become expert with client SOPs and FADV systems
• Meet or exceed daily and weekly unit performance targets & goals (eg. TAT, UTV, Quality) with limited supervisory intervention or guidance
• Perform all functions of role at a high level in accordance with clearly defined business expectations and individual goals
• This role will require some percentage of outbound and inbound call work; information can be exchanged by telephone, by email, letter or fax
• Research and verify contact information listed within an element to ensure validity of the sources
• As an ambassador from FADV, communicate with clients, the public, government and many external source verifiers
• Expertly document all elemental interactions or transactions, recording details of inquiries, comments, as well as actions taken
• Refer discrepancies or unverified information to designated departments for further investigation; contribute to root cause analysis
• Meet and sustain departmental performance goals of daily number of touches and number of completed verifications
• Mentor Verifications Specialists and provide support to employees with performance deficiencies, as directed by the direct manager

Performance:

• Participate in unit and individual goal setting and execution; attend regular 1:1 meeting with manager; employee engagement participation and leadership

Training:

• Attend Required internal training (for example, Compliance, Privacy); attend business unit meetings; occasionally may attend internal client-focused meetings at manager’s request

This Is What We’re Looking For:

• Must be bilingual in both Spanish & English (both written & verbal)
• High School diploma or equivalent required; Associates degree or Bachelor’s degree preferred
• Minimum of 3 to 5 years of work experience required, preferably in a call center or related role and/or with responsibilities verifying facts and data
• At least 3 years of FADV systems experience strongly preferred
• Demonstrated ability to perform repetitive tasks with a very high level of accuracy is strongly preferred; PBSA Basic Certificate is a plus
• Excellent communication skills (presentation, written, verbal) and reading comprehension
• High quality telephone etiquette
• Self-motivated, resilient, adaptable, flexible and organized
• Adept team player and collaborator who can serve as a mentor for Verifications Specialists
• Expert with MS Office Suite, most notably with Excel
• Rigorous attention to detail and consistently demonstrates good judgment
• Commitment to customer service in all business interactions

Why First Advantage is Your Next Big Career Move
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

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 and expertise, tell us about you by applying now!

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.