Member Support Representative II - Verifications

ID.me • McLean, VA

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 engage with members via video calls, guide them through verification, and provide outstanding customer service. This is a full-time, in-office position at ID.me’s headquarters in McLean, Virginia, and cannot be done remotely.

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

Nice To Haves

• Proficiency with video conferencing software such as Zoom.
• Proficiency with Google Suite.
• Proficiency with ticketing software such as Zendesk.

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 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 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