Account Coordinator I

Innovative Employee Solutions (IES) is a San Diego based company that provides contingent workforce solutions in more than 150 countries. Our global Employer of Record services include outsourced payrolling, independent contractor compliance, vetting and agent of record services. Founded in 1974, IES has grown into one of San Diego’s largest women-owned businesses and we are proud to be named one of San Diego’s “Best Places to Work” for more than ten years in a row.

Position Summary

The Account Coordinator I provides day-to-day oversight and coordination to Clients and their workforce, delivering excellent customer service including adherence to IES business practices and federal, state, and local regulations as it relates to the engagement and employment of IES workforce.

Account Coordinator I is a service first professional and business attentive individual who is collaborative in their approach and responsible to make recommendations for efficiencies and solutions. The position supports the company’s core values with superior service, clear communication, and Client/workforce relations.

ESSENTIAL JOB FUNCTIONS

People

• Key point of contact for workforce during onboarding and while on assignment; Troubleshoots user issues and inquiries; coordinates and escalates, as necessary.
• Provides account coordination and oversight for the day-to-day operations of IES Clients and their workforce.
• Delivers best in class service and support, related to inquiries and user issues; coordinates and escalates, as necessary.
• Collaborates with IES teams and shares critical information with stakeholders.
• Maintains open communication to consider the account and team needs and ensures transparency for best-in-class quality coverage and delivery requirements.
• Displays strong aptitude for multi-tasking priorities and remains flexible through business & service growth.
• Applies overall corporate knowledge to drive daily decision making and prioritization.
• Accountable for knowledge and awareness of Client agreement and processing instructions; coordinates with Account Executive team and/or Sales to ensure account setup is correct and accurate.
• Knowledge and expertise of basic HR/Personnel management to answer Level 1 workforce and Client questions (IE: Questions regarding FLSA process/status, general wage and employment matters, IES benefits, mitigation of co-employment risks for Clients).
• Performs other job-related duties and responsibilities as may be assigned from time to time.

Process

• Accountable for accuracy and integrity of all assignment details within IES Systems; accountable for outreach and resolution with Client when misalignment is determined.
• Once onboarding is complete, coordinates first day details with Client and communicates start details with worker.
• Activation of assignment(s) including data integrity of all related employment details for the worker which must align with Client.
• Provides periodic outreach and quality service check-ins with Client and workforce per defined delivery schedule.
• Coordinates extensions and revisions of assignments including communications to workforce related to their change in assignment; all data must align 100% within IES systems.
• Manages emails, phone calls, voicemails; ensures timely responses to all inquiries.
• Coordinates with Payroll as necessary for payroll escalations and tickets; conducts research of items and responsible for follow up to ensure timely completion and resolution.
• Sends, tracks, and documents all emails and escalations as appropriate.
• Escalates Level II questions and concerns to HRBP and or Account Executive team as appropriate.
• Coordinates with HRBP and next level leadership for sensitive matters and terminations, including final pay and separation letter process.
• Manages assignment ends, including offboarding processes, final pay coordination and assignment end notifications/ separation letters; ensures data integrity of this process within IES systems.
• Will conduct period audits of assignment details, end dates and last day worked.
• Manages missing timecard reports and reaches out to workers for submission and managers for approval.
• Coordinates with workers and Clients on rejected timecards and expense reports for awareness and support.
• Documents and retains detailed procedures to ensure full documentation and accuracy in personnel records.
• Coordination of IES AOR services including integrity of process for IC engagements and SOW/project deliverables may be required.

Technology

• Accesses IES systems for day-to-day operations, including leveraging various reports for the management of workforce, and audit of data.
• Responsible for accessing reporting for the management of missing timecards, rejected time, and delays on approvals.
• Runs weekly audits; responsible for continuous process improvement related to audit methodology.
• Leverages all functionality of IES systems to drive optimization, efficiency and deliver on quality control.

PREFERRED QUALIFICATIONS

• Minimum 3 plus years’ experience and education with a key focus in Customer Service, Staffing, Onboarding/Engagement, and/or HR/Personnel
• Certification Preferred – Certified Staffing Professional, SHRM-CP, PHR
• Experience with handling multiple projects, coordinating through multiple priorities and workflows, meeting deadlines with autonomy.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Excellent written and verbal communication skills that can be tailored to a broad range of requests.
• Proficiency in Microsoft Office

Job Type: Full-time

Pay: $25.63 - $33.37 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer service: 3 years (Required)
• Human resources: 3 years (Required)

Work Location: Remote