Member Support Representative II – Verifications
ID.me
Member Support Representative II – Verifications
ID.me
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteSalary
💰 $19 per hour
Job Level
Junior
About the role
- Conduct inbound video verification calls with members, ensuring a friendly and professional experience
- Verify member identities across multiple communities by requesting and validating required documentation
- Address member inquiries and concerns related to the verification process
- Assist with account recovery to track, manage and resolve members’ issues, ensuring a secure and efficient resolution
- Embrace and implement the tactics and techniques provided by leadership during coaching/ training sessions in order to achieve desired goals
- Adhere to the companies Quality Assurance program and the associated policies
- Collaborate with team leads and management to enhance the verification process
- Stay updated on company policies, procedures, and industry regulations
- Deliver outstanding customer service and guide members through the verification process via video calls
Requirements
- High school diploma or equivalent required
- Minimum 6 months of experience in customer support role preferably in a contact center environment
- Minimum 6 months of experience using Mac and/PC platforms for daily operations
- Ability and willingness to work in-office five days per week
- Excellent written and verbal communication skills
- Excellent interpersonal skills and capable of de-escalating conflict
- Consistently demonstrates punctuality and reliability in attendance
- Proficiency in using video conferencing software like Zoom
- Proficiency in using Google Suite
- Proficiency in using ticketing software like Zendesk
- Ability to handle sensitive information with confidentiality
- Ability to thrive in a fast-paced environment when there are changing priorities
- Ability to be a team player with a strong, self-managing work ethic
- Ability to be a self-starter with a passion for learning and continuous improvement
- Must be able to pass a background check including criminal background and a review of credit reports (not credit scores)
- Prolonged periods sitting at a desk and working on a computer
