Account Care Coordinator - UK Day Shift

The Account Care Coordinator partners with clients to manage and optimize their screening programs, offering strategic recommendations and tailored solutions. This role ensures high client satisfaction by collaborating with internal teams, educating clients on best practices, and maintaining industry expertise. Responsibilities include handling escalations, identifying root causes, implementing process improvements, and assisting with pricing, billing, and ATS integrations to drive client growth.

Must Have

• Ensure high client satisfaction
• Educate clients on best practices
• Maintain technical readiness and industry expertise
• Deliver accurate information via phone and email
• Conduct initial investigation and handle escalations
• Identify root causes of turnaround time concerns
• Review account setups and implement process improvements
• Work on submitting implementation tasks
• Train and onboard new client users
• Assist clients with pricing and recommend services
• Assist clients with billing questions
• Understand and provide guidance for ATS integrations
• Identify roadblocks, make decisions, and communicate solutions
• Previous experience working on time-sensitive issues in a fast-paced environment
• 2+ years of customer service experience along with upsell experience
• Strong interpersonal and collaborative skills
• Excellent written and verbal communication skills
• Commitment to exceptional customer service
• Ability to convey compliance and technical solutions
• Good organization and time management skills
• Analytical and problem-solving skills
• Ability to work independently and as part of a team
• Ability to learn quickly and retain knowledge
• Strong Microsoft Office knowledge

Good to Have

• Experience in background screening industry
• Knowledge of Salesforce

Perks & Benefits

• Annual performance-based bonus, commission, or other variable pay plan
• Medical benefits
• Dental benefits
• Fun, fast-paced environment
• Room for growth
• Commitment to diversity and belonging
• Hybrid/remote working considered after training

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

The Account Care Coordinator is an experienced individual who partners with clients to manage and optimize their screening programs, offering strategic recommendations and tailored solutions to enhance overall effectiveness.

Responsibilities:

• Ensure high client satisfaction by working with internal teams to provide seamless customer experience
• Educate on best practices and recommendations for their screening program, business needs and to be trusted client advisor.
• Maintain a consistent level of technical readiness and industry expertise
• Probes to understand and deliver accurate information via phone and email about client portals, products, services, and account information
• Conducts initial investigation and handles escalations of client concerns; manages the escalation through to completion.
• Identifies root causes of turnaround time concerns and provides relevant resolution.
• Reviews account setups and implement process improvements.
• Work on submitting implementation tasks to execute relevant changes.
• Train and onboard new client users as needed
• Assist clients with pricing related information, to be proactive to recommend relevant services to drive growth and upsell to win additional business from existing clients.
• Assist clients with billing related questions.
• Understand and provide guidance for ATS integrations
• Identify roadblocks, make decisions, and effectively communicate solutions

Qualifications:

• Previous experience working on time-sensitive issues in a fast-paced environment
• 2+ years of customer service experience along with upsell experience.
• Experience in background screening industry preferred
• Strong interpersonal skills and collaborative skills.
• Excellent communication skills, both written and verbal, with a focus on issue identification, troubleshooting, and conflict resolution
• Demonstrates a commitment to providing exceptional customer service by actively listening to customer concerns, responding promptly and professionally, and consistently aiming to exceed customer expectations.
• Utilizes effective communication and empathy to resolve issues efficiently, ensuring a positive customer experience.
• Ability to convey compliance and technical solutions in a language that clients will understand
• Good organization and time management skills with the ability to prioritize, manage several tasks at once and work effectively to deadlines
• Analytical and problem-solving skills with the ability to identify roadblocks, make decisions, and effectively communicate solutions
• Ability to work independently and as part of a team
• Ability to learn quickly and retain knowledge
• Strong Microsoft Office knowledge (Work, Excel, PowerPoint, Outlook)
• Knowledge of Salesforce preferred

Please Note:

• This is a standard Monday through Friday UK day shift role.
• Successful candidates will be required to attend the office during training.
• Requests for hybrid/remote working may be considered after successful completion of training.

£24,000 - £28,000 a year

The annual base salary for this position ranges from £24,000 - £28,000. Pay will vary depending on job-related knowledge, skills and experience’. This position may also be eligible for an annual performance-based bonus, commission, or other variable pay plan. The Company also offers a full range of benefits, including medical and dental. Your recruiter can share more details about the specific compensation package during the hiring process.

Accurate recognises the positive value of diversity, promotes equality and challenges discrimination. We welcome and encourage job applications from people of all backgrounds. We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role.

A basic criminal record check with DBS will be required for all successful applicants, having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances of your offences.

The Accurate Way:

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.

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.

About Accurate Background:

Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.

Special Notice:

Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact humanresources@accurate.com

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• Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts.
• Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in-person format.
• Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.