Member Support Representative II - Verifications

idme; McLean (VA); Presencial; USD 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance

Paid time off

Training & development

Descripción de la vacante

ID.me, headquartered in McLean, VA, is hiring a Member Support Representative II - Verifications to ensure secure and accurate member verification via video calls. This in-office role requires engaging with members, guiding them through verification, and delivering outstanding customer service on-site at ID.me's McLean headquarters.

The position offers full-time hours across 40 hours per week, with shifts in a 24/7 operation.

Formación

• High school diploma or equivalent is required.
• At least 6 months in a customer support role, preferably in a contact center.
• At least 6 months of experience using Mac/PC platforms for daily operations.

Responsabilidades

• 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 member issues, ensuring secure resolutions.
• Adhere to Quality Assurance programs and policies, participate in coaching sessions.

Conocimientos

Customer support

Communication skills

Conflict de-escalation

Team player

Self-starter

Educación

High school diploma

Herramientas

Zoom

Google Suite

Zendesk

Mac/PC operation

Descripción del empleo

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 175 million users experience streamlined login and identity verification with ID.me at 22 federal agencies, 50 state government agencies, and more than 100 healthcare organizations. Over 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to "No Identity Left Behind" to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/ .

ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles - such as field-based sales or other remote-by-design positions - may have different work arrangements as noted in their individual postings.

At ID.me, we embrace the thoughtful use of AI tools in our daily work and there are even occasions where we leverage AI in our hiring process. However, during the interview process, we want to understand your individual skills and experiences. Therefore, we have guidelines on how AI can be appropriately used during your application and interviews which can be found here .

Role Overview

As 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 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

Required Education and Experience

• 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

Skills & Competencies

• 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

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer

What We Offer

• Full-Time Hours: 40 hours per week schedule, with overtime opportunities!
• Our Contact Center is a 24/7 operation, we have multiple shifts to choose from
• Competitive salary and benefits package
• Shift differential for nights and overnights
• Medical, Dental, and Vision Insurance
• Eligible for 15 days of accrued Paid Time Off annually
• Paid training and ongoing professional development
• ID.me applicants must be able to pass a background check including: 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 our 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 o