Support Associate

CertifID•Austin, TX

11d

About The Position

Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report total losses exceeded $16 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind. We know we couldn’t take on this challenge without our incredible team. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list , and won Best Culture by Purpose Jobs two years in a row. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud. As a Support Associate , you will play a crucial role in maintaining data accuracy and supporting our verification products, ensuring smooth and reliable customer outcomes. You will be an essential part of the fraud prevention process, working behind the scenes to ensure accuracy in critical workflows. In addition to maintaining the integrity of our product database, you will help facilitate manual processes related to ordering and verifying payoffs and other critical operational workflows.

Requirements

Clerical office skills, including computer skills and data entry, are preferred
Strong communication and interpersonal skills with a customer-first mindset
Detail-oriented with strong investigative skills
Reliable with a positive and professional attitude and strong work ethic
Ability to learn and navigate multiple systems and portals
Adaptability to handle changes in procedures and software systems
Ability to prioritize, ask questions when appropriate, and exercise good judgment
Strong organizational skills with an ability to manage time and resources effectively
Comfort with both customer-facing responsibilities and internal data integrity work
A curiosity to take on new challenges and help build new processes

Responsibilities

Meticulously examine data from various sources to ensure accuracy and completeness.
Identify and correct data errors and inconsistencies
Research and verify missing information to ensure data completeness
Conduct outreach to confirm business information as part of our verification processes (approx. 35 calls/day).
Follow established data entry procedures and guidelines to maintain a high level of accuracy and efficiency
Ensure timely and accurate completion of verification tasks that support customer workflows.
Document verification steps and escalate issues when appropriate.
Help to create guides and other training materials for customers on our products
Assist with ordering and receiving documentation from lenders and other sources
Maintain confidentiality and security of sensitive information