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 the virtual member verification process. You will engage with members through video calls, guide them through verification, and provide outstanding customer service. The role is based onsite at ID.me’s headquarters in McLean, Virginia, five days per week, and cannot be performed remotely. It is a full-time opportunity with a 40-hour-per-week schedule; the contact center operates 24/7 and offers multiple shifts.

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 review of credit reports (not credit scores).

Nice To Haves

• Experience in a contact center environment.

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 to track, manage, and resolve 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: Mid Level
• Education Level: High school or GED