Account Coordinator

7 days ago

Singapore HireRight Full time

Overview:
The Account Coordinator will ensure response and resolution of numerous customer issues to achieve the highest level of satisfaction and product understanding for HireRight's largest clients. The role requires interaction with various customer contacts to facilitate problem resolution and escalate issues to appropriate personnel within HireRight. The Account Coordinator works with the HireRight Team to proactively monitor issues and improve HireRight product/service delivery prior to customer impact.

**Responsibilities**:
**Account Coordinator**

**Singapore**

**About Us**

The Account Coordinator will ensure response and resolution of numerous customer issues to achieve the highest level of satisfaction and product understanding for HireRight's largest clients. The role requires interaction with various customer contacts to facilitate problem resolution and escalate issues to appropriate personnel within HireRight. The Account Coordinator works with the HireRight Team to proactively monitor issues and improve HireRight product/service delivery prior to customer impact.

**Responsibilities include**:

- Ensure a prompt and accurate response to client-specific issues, including:

- Monitor all inbound CS inquiries (domestic and international, where applicable)
- Monitor all HTS activities
- Monitor every issue submitted to Product/Development and ensure committed resolution timelines are delivered
- Monitor invoice-related changes or issues
- Monitor of domestic and International searches and expedite background screening report delays
- Monitor operational guidelines to ensure background reports are being processed in accordance to those guidelines
- Ensure additional information/documentation submitted by the client or client’s applicant is updated to the report in a timely manner and ensure report notes are updated with current and accurate detail noting receipt of information
- Serve as a liaison between HireRight and customer on problems or issues that arise
- Monitor product performance via capturing data on reported issues
- Report data trends proactively to AM and Operations personnel
- Develop/maintain long-term business partnerships with clients
- Travel may be required (5%) to attend periodic business reviews, as needed
- Other duties, as assigned

Qualifications:
**Experience required**:

- 5 years Client / Customer Service
- 3 Years in Background Screening
- Understands Fair Credit Reporting Act (FCRA)
- Project Planning preferred
- Account Specialist skills plus:

- Delegation and the ability to influence others
- Generate Reports via Excel, via Business Objects if considered a plus
- Professional Presence; Ability to work with people in multiple roles in a firm
- Intermediate skills with Microsoft PowerPoint preferred
- Experience with Microsoft Project a plus

**Knowledge & Skill**
- Entry level for more complex support and administrative functions.
- Applies generally straightforward methods or procedures.
- Requires good knowledge, experience, and skill of standardized rules, procedures or operations on a variety of activities requiring training and experience.
- Is expected to work through typical or moderately complex problems but may require occasional guidance or direction.
- May require specialized skills in administrative or technical fields

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