Member Support Representative II

Job Description:

We are seeking a highly skilled Member Support Representative II - Verifications to join our team at ID.me. As a key member of our security and accuracy team, you will play a critical role in ensuring the integrity of our virtual member verification process.

You will engage with members via video calls, guiding them through the verification process while delivering exceptional customer service and maintaining a friendly and professional demeanor.

This is a full-time opportunity located at our headquarters in McLean, Virginia. We are looking for someone who is passionate about delivering outstanding results and is committed to achieving our goals.

Key Responsibilities:

• Conduct inbound video verification calls with members, ensuring a seamless and efficient 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, ensuring a secure and efficient resolution
• Stay up-to-date on company policies, procedures, and industry regulations
• Collaborate with team leads and management to enhance the verification process

Requirements:

• High school diploma or equivalent required
• At least one year of experience in customer support role preferably in a contact center environment
• Proficiency in using Mac and PC platforms for daily operations
• Proficiency in using video conferencing software like Zoom
• Proficiency in using Google Suite
• Ability to handle sensitive information with confidentiality

What We Offer:

• Competitive salary and benefits package
• Full-Time Hours: 40 hours per week schedule, with overtime opportunities
• 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