Coordinator - Client Services at Accurate Background

Canberra, Australian Capital Territory, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Background Screening, Human ResourcesIndustries

Requirements

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
Develop understanding of background screening regulations and requirements in Australia including ACIC, AS 4811:2022

Responsibilities

Process assigned work, independently, consistently, and accurately
Follow and help enhance client service and onboarding documentation
Follow work/break/lunch schedule
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)
Act 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

Skills

Key technologies and capabilities for this role

Client ServicesCustomer SupportClient OnboardingOrder FulfillmentTroubleshootingDocumentation

Questions & Answers

Common questions about this position

What is the work arrangement or location for this role?

This information is not specified in the job description.

What skills or experience are required for the Coordinator - Client Services role?

Key skills include responding to client and candidate inquiries via phone, email, and chat; troubleshooting issues related to background checks; developing knowledge of Accurate products, order fulfillment, client onboarding, and Australian background screening regulations like ACIC and AS 4811:2022; and maintaining accurate CRM records.

What is the company culture like at Accurate Background?

The company offers a fun, fast-paced environment with lots of room for growth, where employees are an integral part of advancing background screening through visibility and insights.

What does the Client Services team do?

The Client Services team is the 'voice' of Accurate Background, connecting with customers to provide information, resolve issues, ensure smooth operations, and act as backup support for urgent client onboarding.

What makes a strong candidate for this position?

Strong candidates can process work independently and accurately, follow schedules, liaise with internal teams, escalate issues appropriately, and contribute to process improvements while gaining knowledge of client services, products, and Australian regulations.

Accurate Background

Customized background screening and drug testing

About Accurate Background

Accurate Background specializes in providing tailored background screening, drug testing, and I-9 solutions using web-based technology. Their services are designed to meet the specific needs of human resources, talent acquisition, and loss prevention professionals, allowing for a customized approach rather than a generic solution. The company's products work by integrating seamlessly with various HR technologies and Applicant Tracking Systems, ensuring that clients can easily incorporate these services into their existing hiring processes. What sets Accurate Background apart from competitors is their focus on creating individualized screening programs and their commitment to integrity, accuracy, and timely results. The goal of Accurate Background is to empower organizations to make safer hiring decisions through comprehensive reports and user-friendly technology.

Irvine, CaliforniaHeadquarters

1997Year Founded

$4.9MTotal Funding

EARLY_VCCompany Stage

Consulting, Government & Public Sector, Enterprise SoftwareIndustries

1,001-5,000Employees

Risks

Increased competition from startups may erode Accurate Background's market share.

Rapid AI advancements in HR tech could outpace Accurate Background's current capabilities.

Multiple acquisitions may lead to integration challenges and operational inefficiencies.

Differentiation

Accurate Background offers customized screening solutions tailored to specific client needs.

The company integrates seamlessly with various HR technologies and Applicant Tracking Systems.

Accurate Background provides comprehensive reports and interactive compliance services for safer hiring.

Upsides

Acquisitions of Orange Tree and VerifyNow expand services in the healthcare sector.

Partnership with Konfir enhances employment verification processes in the UK market.

Expansion into APAC region supports localized services for regional compliance needs.

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