Video Verification Support Specialist II

idme; McLean (VA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Paid time off

Training & development

Job summary

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.

Qualifications

• 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.

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

Skills

Customer support

Communication skills

Conflict de-escalation

Team player

Self-starter

Education

High school diploma

Tools

Zoom

Google Suite

Zendesk

Mac/PC operation

Job description

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.