Member Support Representative II - Verifications
ID.me is a digital identity verification company that enables individuals to securely prove their identity online. The Member Support Representative II - Verifications role is integral to ensuring the security and accuracy of ID.me's virtual member verification process. This position is based onsite in Tampa, Florida, and is a full-time opportunity not available for remote work.
In this role, you will conduct inbound video verification calls with members, guiding them through the verification process while delivering exceptional customer service. Your responsibilities include verifying member identities across multiple communities by requesting and validating required documentation, addressing member inquiries and concerns related to the verification process, and assisting with account recovery to track, manage, and resolve members' issues securely and efficiently. You will also implement tactics and techniques provided by leadership during coaching and training sessions to achieve desired goals, adhere to the company's Quality Assurance program and associated policies, collaborate with team leads and management to enhance the verification process, and stay updated on company policies, procedures, and industry regulations.
The ideal candidate will have a high school diploma or equivalent, with at least six months of experience in a customer support role, preferably in a contact center environment. Proficiency in using Mac and PC platforms for daily operations is required. Excellent written and verbal communication skills, strong interpersonal skills capable of de-escalating conflict, punctuality, and reliability in attendance are essential. Proficiency in using video conferencing software like Zoom, Google Suite, and ticketing software like Zendesk is necessary. The ability to handle sensitive information with confidentiality, thrive in a fast-paced environment with changing priorities, work effectively as a team player with a strong, self-managing work ethic, and be a self-starter with a passion for learning and continuous improvement are also important.
ID.me offers a competitive salary and benefits package, including shift differentials for nights and overnights, medical, dental, and vision insurance, and eligibility for 15 days of accrued Paid Time Off annually. The company provides paid training and ongoing professional development opportunities. Applicants must be able to pass a background check, including a criminal background and a review of credit reports (not credit scores).
ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling the company's commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
This role offers an opportunity to be part of a dynamic team that plays a crucial role in ensuring the security and accuracy of virtual member verification processes. If you are passionate about customer service and have the required qualifications, we encourage you to apply.