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Sr Operations Specialist

The Senior Verifications 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. The Senior Verifications 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 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 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. Essential Duties and Responsibilities <ul><li>Learn and become expert with client SOPs and FADV systems. </li><li>Meet or exceed daily and weekly unit performance targets & goals (eg. TAT, UTV, Quality) with limited supervisory intervention or guidance. </li><li>Perform all functions of role at a high level in accordance with clearly defined business expectations and individual goals. </li><li>This role will require some percentage of outbound and inbound call work; information can be exchanged by telephone, by email, letter or fax. </li><li>Research and verify contact information listed within an element to ensure validity of the sources. </li><li>As an ambassador from FADV, communicate with clients, the public, government and many external source verifiers. </li><li>Expertly document all elemental interactions or transactions, recording details of inquiries, comments, as well as actions taken.</li><li>Refer discrepancies or unverified information to designated departments for further investigation; contribute to root cause analysis.</li><li>Meet and sustain departmental performance goals of daily number of touches and number of completed verifications.</li><li>Mentor Verifications Specialists and provide support to employees with performance deficiencies, as directed by the direct manager. </li></ul> Job Qualifications Education: High School diploma or equivalent required; Associates degree or Bachelor’s degree preferred. Experience: 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. Other Knowledge, Skills, Abilities or Certifications: • 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. Physical Requirements These include percentage of time standing, walking, sitting, climbing, etc. Reasonable accommodation may be made to enable individuals with disabilities to perform essential duties and responsibilities. This role is largely sedentary in nature. The role requires the ability to lift and/or carry equipment and files up to 20 pounds, walk, bend or stand as necessary. Supervisory Responsibilities Include responsibilities such as hiring/firing, approving time worked; deciding performance rating; deciding pay increases, disciplining; and resolving complaints/issues. Indicate number of direct and indirect reports (reporting up to this job through others). Working Environment Indicate if normal office environment or if exposed to any hazards. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, digital phones, smart phones, webcams, photocopiers, scanners, calculators, filing cabinets and fax machines. We have great people here and are looking for more. Come join us! Follow us:<ul><li><a href="https://www.facebook.com/FirstAdvantage1" target="_blank" rel="noopener noreferrer">Facebook</a></li><li><a href="https://www.instagram.com/first_advantage/" target="_blank" rel="noopener noreferrer">Instagram</a></li><li><a href="https://www.linkedin.com/company/first-advantage" target="_blank" rel="noopener noreferrer">LinkedIn</a></li><li><a href="https://twitter.com/firstadvantage" target="_blank" rel="noopener noreferrer">X</a></li><li><a href="https://www.youtube.com/user/FirstAdantage1" target="_blank" rel="noopener noreferrer">YouTube</a></li></ul>Equal Employment Opportunities at First Advantage First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.

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