R2023-201 Resolution Accepting Proposal of Truescreen Inc. for Background Check Services

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true screen Details matter. CUSTOMER SERVICE & ACCOUNT MANAGEMENT At Truescreen, we understand the importance of providing outstanding customer service. Organizations are often promised high levels of responsiveness by screening vendors,only to find that the vendor can't deliver. Truescreen stands apart from the ACCOUNT MANAGEMENT TEAM competition because our entire organization is built around two 0 i i • 0 0 0 0 r 0 critical concepts: consistently exceed customer expectations and strive for continual improvement. Our account management structure Sales un? hey Manageme,t supoort is designed to provide the level of Executive support our clients expect at every point in our relationship,from account set-up to program implementation to day-to-day account management. We achieve this through an extensive cross-training effort and ongoing monitoring and measuring. Every Truescreen team member that touches your account is well-versed in your needs and requirements.Our team- based approach means that someone who thoroughly understands all aspects of your account is always available to assist you. The sales executive who initiates your relationship with Truescreen serves as the leader of your account team, ensuring that all aspects of our service are functioning smoothly and to your satisfaction.Your day-to-day needs are handled by Truescreen account managers, who works with our implementation team to ensure your account is set up properly;conducts client training; answers user questions; and troubleshoots any issues.The account managers are supported by our entire customer service team, which is empowered to gather the resources needed to answer questions or provide any type of assistance needed. Our customer service team is staffed exclusively by employees who are highly committed to providing excellent customer service. All customer service representatives are trained in Truescreen's ISO-driven processes and procedures,as well as in the details of each client's program.We hold our customer service team to a strict set of standards,and continually monitor our performance against those standards to ensure that we are providing only the highest level of service. Because the background screening industry is a highly regulated field, our account management approach for our clients includes providing ongoing compliance support.Truescreen proactively monitors emerging changes to federal and state laws that impact the screening industry, such as the Fair Credit Reporting Act(FCRA). Our legal and compliance teams provide immediate notification of these changes via email, our website or individual contact with affected clients. Empowered by Vertical Screen.