Account Coordinator

HireRight•Nashville, TN

About The Position

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide. Overview The Account Coordinator provides an additional level of world-class account management support to HireRight’s largest, most complex customers by delivering exceptional service and solutions to ensure our customers achieve the highest level of satisfaction and product utilization, ultimately driving revenue growth. 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.

Requirements

A sum total of three years required in Background screening industry experience AND/OR Client-facing experience
Understands Fair Credit Reporting Act (FCRA)
Customer focused, initiative, organized, problem solver, relationship building, results oritnets and excellent communicator are necessary competencies of the role
Generate Reports via Excel, via Business Objects is considered a plus
Professional Presence; Ability to work with people in multiple roles in a firm
Intermediate skills with Microsoft Excel preferred
Knowledge & Skill 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

Responsibilities

Serve as an ambassador and liaison between HireRight and assigned customers by professionally responding to customer inquiries in a timely manner to achieve the highest level of satisfaction, including:
Resolve customer issues by utilizing internal resources (e.g., systems, other departments, SME’s knowledge bases, previous experience, etc.) to address the issue or escalate as needed
Escalation point for issues not effectively resolved by Customer Service and Customer Service Escalations
Monitor every issue submitted to Product/Development and ensure committed resolution timelines are delivered
Monitor invoice-related changes or issues
Support and participate in customer meetings and recurring business reviews by reviewing (or anticipating) the meeting objectives and coming prepared with reports, data, status updates to action items, and recommendations to add value to the meeting and strengthen the relationship
Partner with Account Director on account changes to include package changes / expansions and account settings
Analyze customer data for trends, issues, and opportunities by creating and running reports and/or evaluating customer settings to make recommendations to identify ways to improve processes for both the customer and HireRight
Monitor of domestic and international searches and expedite background screening report delays
Monitor operational and customer guidelines to ensure accuracy as well as identifying opportunities to streamline and facilitate guideline changes to optimize the customer’s screening program while balancing risk, cost, speed, and the candidate experience
Monitor product performance via capturing data on reported issues
Develop/maintain long-term business partnerships with clients
Travel may be required (5%) to attend periodic business reviews, as needed
Other duties, as assigned