Member Support Representative II - Verifications

ID.me • Tampa, FL

1d • Onsite

About The Position

As a Member Support Representative II - Verifications, you will help ensure the security and accuracy of ID.me’s virtual member verification process. You will guide members through verification during video calls and provide outstanding customer service. This is a full-time, onsite opportunity in Tampa, Florida; it cannot be performed remotely.

The role operates within a 24/7 contact center, with multiple shifts available. The schedule is 40 hours per week, with overtime opportunities. Applicants must be able to pass a background check, including a criminal background check and a review of credit reports (not credit scores).

Requirements

• High school diploma or equivalent.
• At least 6 months of experience in a customer support role; contact center experience is preferred.
• At least 6 months of experience using Mac and/or PC platforms for daily operations.
• Ability and willingness to work in-office five days per week.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills and ability to de-escalate conflict.
• Punctuality and reliability in attendance.
• Proficiency with video conferencing software such as Zoom.
• Proficiency with Google Suite.
• Proficiency with ticketing software such as Zendesk.
• Ability to handle sensitive information confidentially.
• Ability to thrive in a fast-paced environment with changing priorities.
• Ability to work as a team player with a strong, self-managing work ethic.
• Ability to be a self-starter with a passion for learning and continuous improvement.
• Ability to pass a background check, including a criminal background check and a review of credit reports (not credit scores).

Nice To Haves

• Contact center experience.

Responsibilities

• Conduct inbound video verification calls with members, providing 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 by tracking, managing, and resolving members’ issues securely and efficiently.
• Apply tactics and techniques provided by leadership during coaching and training to achieve desired goals.
• Adhere to the company’s Quality Assurance program and associated policies.
• Collaborate with team leads and management to enhance the verification process.
• Stay updated on company policies, procedures, and industry regulations.

Benefits

• 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.
• Overtime opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED