Coordinator - Client Services

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.

Accurate Background is a fast-growing organization, focused on providing employment background screenings and building trustful relationships with our clients. Accurate Background continues to exceed expectations by offering an array of innovative and cuttingedge background check and credentialing products to meet the needs of human resource, loss prevention, and security/legal professionals in employment screening and vendor certification. We offer a fun, fast-paced environment, with lots of room for growth. If this sounds good to you, join our team!

As a Customer Service & Onboarding Representative, you will be the first point of contact for clients, providing exceptional support and guidance throughout the background screening process. Our Client Services team is the “voice” of Accurate Background – connecting with customers to provide information and resolve issues. You will play a key role in ensuring smooth operations by addressing inquiries, troubleshooting issues, and maintaining a high level of customer satisfaction. You will act as a backup support to cover any urgent client onboarding that cannot be covered in a timely and effective manner by US onboarding team.

Responsibilities

• Client Services
• 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 in Australia including ACIC, AS 4811:2022
• 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, such as fulfilment, sales specialists, product, compliance to ensure timely completion of background checks.
• Escalate complex or compliance-related issues to the appropriate internal teams as needed.
• 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 system
• Meet Accurate Background quality standards for services by adhering to client guidelines, regulations, policies, and procedures
• Contribute to team effort in maintaining service level agreements (SLA)

• Client Onboarding
• Acting as the primary backup support in AU to the US onboarding team for new clients during the onboarding phase, ensuring a smooth transition from sales to active service. Particularly when there is an urgent client/prospect need or time zones do not allow for US team to effectively manage. When required and working in conjunction with the AU Senior Account Manager;
• 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 client and team members to keep the project on task and meet deadlines.
• Understand client requirements, system capabilities, and be able to translate and communicate accordingly.
• Analyze the information/documents/requirements gathered for accuracy and determine if all criteria has been received to configure their account.
• Assist customers with reported issues, troubleshooting, solutions and testing.
• Train customers on their final end to end account setup.
• Lead and contribute to team projects to develop, improve, and scale our onboarding processes.
• Projects may include an integration with an applicant tracking system to order and/or view the results of background investigations.
• Other related duties, as needed

Skills

• Patience
• Attentiveness
• Ability to use positive language
• Persuasion
• Time Management
• Multitasking (i.e., read or type while talking on the phone)
• Empathy
• Goal-oriented focus
• Strong written and verbal comprehension and expression skills
• Previous experience with Microsoft Office Suite/Office 365 (Outlook, Word, Excel, OneNote, OneDrive)
• 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.
• Takes initiative and exhibits flexibility to changing requirements or priorities.

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.

• 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.