Remote Customer Success Associate - Background Checks

Coinscapture; Hinoba-an; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

First Advantage is seeking a Customer Success Associate in the Philippines to act as the primary contact for candidates and customers, handling end-to-end background check processing and ensuring compliant, timely service delivery.

You will manage daily tasks, respond to inquiries, and maintain proactive communication while meeting SLAs and collaborating with internal teams. A valid NBI clearance is required to join the team.

Qualifications

• Bachelor’s Degree and above or equivalent work experience.
• 1-2 years experience in a highly customer-focused environment.
• Strong communication skills in English (verbal and written).
• Proficiency in Microsoft Office environment, including Excel, PowerPoint and Word, and Salesforce or any CRM software used.

Responsibilities

• Perform assigned daily tasks related to customer’s scope of extended services, such as 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 to inquiries, and providing timely support to ensure a positive customer experience.
• Monitor and oversee background screening cases to ensure delivery in accordance with the defined scope of work and Service Level Agreements (SLAs).
• Provide timely and 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 customers regarding potential service delays, setting expectations in advance, 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.
• Identify service risks and process improvement opportunities, escalating concerns where necessary to support operational excellence and customer satisfaction.
• Any other duties and tasks related to customer scope of work

Skills

Customer-focused

English communication

Presentation skills

Time management

Problem solving

Remote work

Education

Bachelor’s degree

Tools

Salesforce

Microsoft Office

CRM software

Job description

First Advantage is seeking a Customer Success Associate in the Philippines to act as the primary contact for candidates and customers, handling end-to-end background check processing and ensuring compliant, timely service delivery.

You will manage daily tasks, respond to inquiries, and maintain proactive communication while meeting SLAs and collaborating with internal teams. A valid NBI clearance is required to join the team.