Customer Service Representative

Job description

JOB OVERVIEW

We are seeking an on-site, detail-oriented and highly organized Identity Verification (IDV)/Onboarding Specialist with an investigative mindset to join our growing team. This crucial role involves the timely review of ID Verification exceptions from the Onboarding process to ensure smooth and efficient onboarding. A key component is the meticulous review and verification of Applicant-supplied identity information and documentation to the true named party (TNP), ensuring compliance with all relevant regulations and business requirements.

The specialist will utilize various internal and external systems, tools, and technologies for processing and communication, adhering to defined procedures for identity verification and onboarding, ensuring compliance with state and federal laws.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

· Conduct thorough and compliant verification of identification information (e.g., driver's license, passports, social security cards) using established procedures and tools.

· Follow all Standard Operating Procedures (SOPs) for internal processes within the KYC/IDV onboarding process.

· Identify potential red flags and fraud indicators for known and emerging trends (identity theft, synthetic identities, fabricated/forged documentation).

· Utilize internal and external systems, tools, and technologies to gather, update, and verify Applicant-supplied identity information.

· Escalate potential onboarding/IDV events that might result in missed metrics to the supervisor, offering suggested solutions.

· Function as a Subject Matter Expert (SME) and support the development of new processes and/or system enhancements for improvement.

· Support company initiatives to meet or exceed department KPIs and metrics.

COMPETENCIES – SKILLS

· Knowledge of KYC (Know your Customer) , IDV (Identification & Verification ), and Fraud

· Excellent written and verbal communication skills in English.

· Strong customer service skills, with the ability to interact with internal partners and external customers diplomatically and tactfully.

· Strong critical thinking skills.

· Ability to multi-task in a demanding environment, effectively prioritize tasks, and maintain a high level of organization.

· High attention to detail to ensure accuracy and reliability.

· Excellent follow-up and problem-solving skills.

· Proficiency with Microsoft Windows and its software (Word, Excel, Office, etc.).

· Proficiency with web-based systems and databases, and knowledge of internet navigation. Self-motivation, teamwork skills, and demonstrated leadership qualities.

EDUCATION AND EXPERIENCE

· 1-3 years of experience in Know Your Customer (KYC), Onboarding, Fraud, or ID Verification Services or (Fraud)

· Experience in Anti-Money Laundering (AML), Financial Services, or Banking is helpful.

· Prior experience in office environment and/or customer service experience.

Job Type: Full-time

Pay: $13.00 - $15.00 per hour

Shift:

• Day shift

Experience:

• KYC: 2 years (Required)

Ability to Commute:

• Bentonville, AR 72712 (Required)

Ability to Relocate:

• Bentonville, AR 72712: Relocate before starting work (Preferred)

Work Location: In person

Salary : $13 - $15