Job Title
Overview: As a Client Service Coordinator, you will play a vital role in making every hire the start of a success story. Your contributions will help us advance the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.
Responsibilities:
* Develop knowledge and understanding of specific Client Service functions
* Gain an overall understanding of Order Fulfillment/Client Onboarding
* Develop knowledge and understanding of Accurate products
* Process assigned work, independently, consistently, and accurately
* Follow and help enhance client service and onboarding documentation
* Follow work/break/lunch schedule
* Develop understanding of background screening regulations and requirements
* Respond to client and candidate inquiries via phone, email, and chat queues in a professional, timely, and efficient manner
* Guide candidates through the screening process, answering questions and providing necessary documentation and support
* Assist clients with submitting and managing background screening requests
* Troubleshoot and resolve issues related to background checks, system access, or document submissions
* Liaise with internal teams to ensure timely completion of background checks
* Maintain accurate records of customer interactions and actions in the CRM system
* Educate clients on industry best practices, compliance requirements, and Accurate screening services
* Contribute to opportunities for process improvements and to a culture of continuous improvement
* Communicate with supervisors, peers, leaders, and other departments regarding client requests and feedback
* Provide tutorials and guidance on proprietary systems
* Meet quality standards for services by adhering to client guidelines, regulations, policies, and procedures
* Act as primary backup support in AU to the US onboarding team for new clients during the onboarding phase
* Own the onboarding cycle from deal signed until go-live, including post-production support
* Manage across other departments, customer contacts, and third parties to ensure all aspects of the onboarding project meet expectations
* Set realistic expectations with clients and team members to keep the project on task and meet deadlines
Skills:
* Patience
* Attentiveness
* Ability to use positive language
* Persuasion
* Time Management
* Multitasking
* Empathy
* Goal-oriented focus
* Strong written and verbal comprehension and expression skills
* Previous experience with Microsoft Office Suite/Office 365
* CRM
* Ability to learn and use internal client service and onboarding management systems
* Ability to understand and explain technical solutions in a straightforward way to clients
* Effective communicator and comfortable interacting with different teams, positions, and customers
* Self-Starter, ability to work independently and get things done
* Continually stays organized to manage multiple client activities – issues and fluctuating workload
Benefits:
We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.
The Accurate Way:
Take ownership.
Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it's what's best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.
Be open.
Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.
Stay curious.
Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.
Work as one.
Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.
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