Member Support Representative II - Verifications
ID.me - columbus, OH
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Role OverviewAs a Member Support Representative II - Verifications, you will play a crucial role in ensuring the security and accuracy of our virtual member verification process. You will engage with members via video calls, guiding them through the verification process while delivering outstanding customer service.This opportunity is located onsite at ID.me's headquarters in McLean, Virginia. This is a full time opportunity and is not able to be done remotely.Responsibilities: Conduct inbound video verification calls with members, ensuring a friendly and professional experienceVerify member identities across multiple communities by requesting and validating required documentationAddress member inquiries and concerns related to the verification processAssist with account recovery to track, manage and resolve members' issues, ensuring a secure and efficient resolutionEmbrace and implement the tactics and techniques provided by leadership during coaching training sessions in order to achieve desired goalsAdhere to the companies Quality Assurance program and the associated policiesCollaborate with team leads and management to enhance the verification processStay updated on company policies, procedures, and industry regulationsEducation and Experience:High school diploma or equivalent requiredAt least one year of experience in customer support role preferably in a contact center environmentProficiency in using Mac andPC platforms for daily operationsProficiency in using video conferencing software like ZoomProficiency in using Google SuiteProficiency in using ticketing software like ZendeskRequired Skills & Competencies:Excellent written and verbal communication skillsExcellent interpersonal skills and capable of de-escalating conflictConsistently demonstrates punctuality and reliability in attendanceAbility and willingness to work in-office five days per weekAbility to handle sensitive information with confidentialityAbility to thrive in a fast-paced environment when there are changing prioritiesAbility to be a team player with a strong, self-managing work ethicAbility to be a self-starter with a passion for learning and continuous improvementPhysical Requirements:Prolonged periods sitting at a desk and working on a computerWhat We Offer:Full-Time Hours: 40 hours per week schedule, with overtime opportunities!Our Contact Center is a 247 operation, we have multiple shifts to choose fromCompetitive salary and benefits packageShift differential for nights and overnightsMedical, Dental, and Vision InsuranceEligible for 15 days of accrued Paid Time Off annuallyPaid training and ongoing professional developmentID.me applicants must be able to pass a background check including: criminal background and a review of credit reports (not credit scores).
Created: 2025-02-23