Onsite Verifications Specialist II – Member Support

iDme Technologies Corp; McLean (VA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Full-time hours

Shift differential

Medical/Dental/Vision Insurance

Paid time off

Job summary

ID.me is hiring a full-time Member Support Representative II - Verifications to ensure secure and accurate verification. You will conduct inbound video calls with members, guiding them through the process while delivering exceptional customer service onsite at the McLean headquarters.

This role requires collaboration with team leads and staying updated on policies and regulations. The position is on-site in McLean, VA, with a 40-hour work week and multiple shifts in a 24/7 contact center.

Qualifications

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

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

Skills

In-office work

Video calls

Customer service

Communication skills

Conflict de-escalation

Zoom

Google Suite

Zendesk

Data privacy

Team player

Education

High school diploma

Tools

Zendesk

Job description

ID.me is hiring a full-time Member Support Representative II - Verifications to ensure secure and accurate verification. You will conduct inbound video calls with members, guiding them through the process while delivering exceptional customer service onsite at the McLean headquarters.

This role requires collaboration with team leads and staying updated on policies and regulations. The position is on-site in McLean, VA, with a 40-hour work week and multiple shifts in a 24/7 contact center.