What are the responsibilities and job description for the Account Coordinator III position at Innovative Employee Solutions Inc?
POSITION SUMMARY
The Account Coordinator III oversees the seamless delivery of EOR/AOR service coordination to Clients and their workforce. The Account Coordinator III provides excellent customer service including adherence to IES Policy and Operational Standards, including adherence to federal, state, and local regulations as it relates to the proper classification process through onboarding for Independent Contractors, and standard onboarding process for employment of workforce.
The Account Coordinator III will be responsible for data integrity and process coordination within Client Technologies including but not limited to Vendor Management Systems (VMS), and coordination with Client Managed Services Programs (MSPs).
ESSENTIAL JOB FUNCTIONS
People
- Key point of contact for Clients and their workforce; Troubleshoots user issues and inquiries; coordinates and escalates, as necessary.
- Provides account coordination and oversight for the day-to-day operations of IES Clients, MSP, and workforce.
- Delivers best in class service and support, related to inquiries and user issues; coordinates and escalates, as necessary.
- Maintains open communication to consider the account and team needs and ensures transparency for best-in-class quality coverage and delivery requirements.
- Ensures workers have the resources and support they need to succeed including answering questions about benefits, payroll, and legal protections.
- Provides insight to clients regarding the advantages and limitations of using ICs versus employees, ensuring clients make informed decisions about their workforce strategy.
- Address and resolve escalated issues related to IC engagements, such as performance disputes, contract violations, or compliance concerns, while maintaining positive client relationships.
- 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 (including MSP and VMS agreements as appropriate), 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 in order to answer Level 1 workforce 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.
Independent Contractor Responsibilities
- For accounts with high volume Independent Contractors, this role will be responsible for leading conversations with Clients regarding IC compliance and including accountable for adherence to IES Policy and Process for the IES IC/AOR solution.
- Ensure all ICs follow policy and process for appropriate classification; are properly onboarded, with accurate documentation and contracts in place prior to start of Project/Engagement.
- Educate clients with IES Leadership, on best practices for managing ICs and ensuring compliance with local regulations per each country.
- Provide and coordinate advisory and consultative services to clients for scaling their IC workforce in line with business goals, ensuring alignment between client objectives and contractor availability.
- Identify opportunities to expand EOR/AOR services to existing clients, including adding more independent contractors or offering additional compliance support.
- Responsible for the management and escalation to appropriate IES Leadership, ensuring complexities of engaging ICs in multiple jurisdictions, compliance with local labor laws, tax regulations, and any cross-border considerations are factored into final classification determination through Onboarding.
- Develop strategies to retain clients by continuously improving service delivery and ensuring client satisfaction with independent contractor management.
- Work closely with manager overseeing IC Services to ensure compliance with independent contractor regulations and policies.
Process
- Responsible for the creation of PSRs from VMS and Client Systems; ensures accuracy and coordinates additional details with Client (or MSP) as necessary.
- Accountable for accuracy and integrity of all assignment details within IES Systems and Client Technologies and VMS
- Ensures 100% accuracy between VMS and IES systems; accountable for outreach and resolution when misalignment is determined.
- Once onboarding is complete, coordinates first day details with Client (MSP as appropriate), 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 technology/VMS, sits with this role.
- Provides periodic outreach and quality service check-ins with Client and their workforce per defined delivery schedule (as approved by MSP).
- Coordinates extensions and revisions of assignments including communications to workforce related to their change in assignment; all data must align 100% within IES systems and Client Technology/VMS.
- Manages emails, phone calls, voicemails, and Client specific chat communication (IE: Google Chat, Slack); 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, Client Technologies/VMS system, and as unique to Client’s MSP process.
- 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, in multiple systems, 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 various systems, including reporting within IES systems and Client technologies/VMS systems for day-to-day operations, management of workforce, and audit of data between the various systems.
- Responsible for accessing reporting for the management of missing timecards, rejected time, and delays on approvals.
- Runs weekly audits in D365 and Client technologies or VMS; responsible for continuous process improvement related to audit methodology within the various technologies.
- Leverages all functionality of IES Systems and Client Technologies or VMS to drive optimization, efficiency and deliver on quality control.
MINIMUM QUALIFICATIONS
- 5 plus years’ experience with VMS and MSP technologies
- Education and experience with a key focus in Customer Service delivery through coordination of, Staffing, Onboarding/Engagement, IC Coordination and Compliance, HR/Personally, and/or a combination of these industries.
- Certification Preferred – Certified Staffing Professional, SHRM-CP, PHR
- Experience with handling multiple projects, coordinating through multiple priorities and workflows, meeting deadlines with autonomy.
- Ability to work flexible hours as business necessitates