Member Support Representative II - Verifications

Company Overview

ID.me is the next-generation digital identity network that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly log in across websites without having to create a new login or verify their identity again. 130 million members experience streamlined login and identity verification with ID.me at 16 federal agencies, 30 states, and 56 healthcare organizations. More than 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/.

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.

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

Education and Experience:

• High school diploma or equivalent required 
• At least one year of experience in customer support role preferably in a contact center environment
• Proficiency in using Mac and/PC platforms for daily operations 
• Proficiency in using video conferencing software like Zoom 
• Proficiency in using Google Suite
• Proficiency in using ticketing software like Zendesk

Required Skills & Competencies:

• Excellent written and verbal communication skills
• Excellent interpersonal skills and capable of de-escalating conflict
• Consistently demonstrates punctuality and reliability in attendance 
• Ability and willingness to work in-office five days per week
• 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 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 law