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 the virtual member verification process. You will guide members through verification during video calls, provide outstanding customer service, and support account recovery. This is a full-time, onsite role in Tampa, Florida, and cannot be performed remotely. The schedule is 40 hours per week; the Contact Center operates 24/7, with multiple shifts available and overtime opportunities. Applicants must pass a background check that includes a criminal background check and review of credit reports (not credit scores).

Requirements

• High school diploma or equivalent.
• At least 6 months of experience in a customer support role, preferably in a contact center environment.
• At least 6 months of experience using Mac and/or PC platforms for daily operations.
• Willingness and ability to work onsite five days per week.
• Excellent written and verbal communication skills.
• Strong interpersonal skills, including the ability to de-escalate conflict.
• Punctuality and reliable 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.
• Team-oriented approach and strong self-management skills.
• Self-starter with a passion for learning and continuous improvement.
• Ability to pass a background check, including a criminal background check and review of credit reports (not credit scores).

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 member issues securely and efficiently.
• Apply tactics and techniques provided by leadership during coaching and training to achieve desired goals.
• Follow the company’s Quality Assurance program and associated policies.
• Collaborate with team leads and management to improve the verification process.
• Stay current on company policies, procedures, and industry regulations.

Benefits

• Competitive salary and benefits package.
• Shift differential for night and overnight shifts.
• 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