Member Support Representative II - Verifications

Responsibilities

• Conduct inbound video verification calls with members to ensure a professional and friendly experience
• Verify member identities by requesting and validating required documentation across multiple communities
• Address member inquiries and concerns regarding the verification process
• Assist with account recovery to track, manage, and resolve member issues securely
• Implement tactics and techniques provided during coaching and training sessions to achieve goals
• Adhere to company Quality Assurance programs and associated policies
• Collaborate with team leads and management to enhance the verification process
• Stay updated on company policies, procedures, and industry regulations

Requirements

• High school diploma or equivalent
• Minimum 6 months of experience in a customer support role, preferably in a contact center environment
• Minimum 6 months of experience using Mac and PC platforms for daily operations
• Proficiency in Zoom, Google Suite, and Zendesk
• Ability and willingness to work onsite in Tampa, FL, five days per week
• Excellent written and verbal communication skills
• Strong interpersonal skills with the ability to de-escalate conflict
• Ability to handle sensitive information with strict confidentiality

Benefits

• Competitive salary and benefits package
• Shift differentials for night and overnight shifts
• Medical, Dental, and Vision Insurance
• 15 days of accrued Paid Time Off annually
• Paid training and ongoing professional development
• Overtime opportunities available

About the Company

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. With over 152 million users, ID.me provides streamlined login and identity verification for 20 federal agencies, 45 state government agencies, and over 70 healthcare organizations. We are committed to the mission of "No Identity Left Behind," ensuring all people have access to a secure digital identity.