Enrollment Agent I

IDEMIA•Austin, TX

9h•Onsite

About The Position

IDEMIA Public Security, a division of IDEMIA Group, is a leading provider of secure and trusted biometric-based solutions, transforming public and private organizations globally. Their solutions leverage decades of expertise in biometrics to revolutionize public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, their iris, fingerprint, and facial recognition solutions are highly accurate, fair, and scalable, enabling clients to build safer societies. With over 4000 employees and 150 partners worldwide, IDEMIA offers a dynamic environment for innovation and growth. The Enrollment Agent position at IdentoGO locations involves using cutting-edge technology to obtain fingerprint records, contributing to crime reduction, and enhancing security for various programs like TSA precheck. This role is ideal for customer service-oriented individuals interested in security, law enforcement, biometrics, and community safety, providing a service to citizens and interacting with customers face-to-face.

Requirements

Must be a US citizen
High school diploma or equivalent degree
Minimum one (1) year applicable experience
Proficiency in Microsoft Office Suite is required
Must be at least 18 years old
Must be able to successfully pass various background screening requirements including criminal history, education, credit, and drug screen as well as obtain any required program specific credentials and certifications
Knowledge of principals and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Knowledge of electronic equipment, computer hardware, and computer software including applications and data entry
Knowledge of administrative and clerical duties such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures
Monitoring and assessing performance of self, other individuals, and/or outside organizations to make improvements or take corrective action
Job requires ethics and honesty

Nice To Haves

Previous experience processing credentials is a plus
Previous sales experience preferred

Responsibilities

Provide superior customer service to internal and external customers
Perform basic maintenance and troubleshoot issues with fingerprinting and retail equipment including computer hardware and software
Verify customer identity and scan required documents into database system
Successfully complete required biometric and data capture processes and paperwork on each customer
Track processing time for each applicant and ensure applicants are processed in appropriate order
Perform biometric processing to include capturing quality electronic fingerprints, photographs, and signatures to meet or exceed program accuracy standards
Identify win-win opportunities to provide more products and services to customers
Create opportunities to add value for customers through the upselling of retail products and services (if applicable)
Adhere to all company and departmental employment policies regarding security and confidentiality to ensure applicant documents and information are safeguarded at all times
Adhere to all company and departmental policies relating to Enrollment Center standards including adherence to signage, branding, and employee attire policies
Perform Enrollment Center Sustainment responsibilities on a daily basis
Perform administrative duties such as time keeping, shift schedules, daily activity reports, card inventory, equipment inventory, and submitting updated enrollment center photos and requisitioning supplies including troubleshooting and/or equipment modifications when necessary
Represent the company and the programs that are supported in a professional and customer oriented manner
Support Customer Service Registration and Reservation activities as necessary
Successfully complete time sensitive trainings and briefings as assigned.