Member Support Representative II – Verifications

ID.me

full-time

Posted on: 9/4/2025

Location: Virginia • 🇺🇸 United States

✨ AI Apply

💰 $20 per hour

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 and training sessions to achieve goals
Adhere to the company's Quality Assurance program and associated policies
Collaborate with team leads and management to enhance the verification process
Stay updated on company policies, procedures, and industry regulations

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 review of credit reports