Member Support Representative II - Verifications

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

As a Member Support Representative II - Verifications, you will play a crucial role in ensuring the security and accuracy of our virtual member verification process. You will engage with members via video calls, guiding them through the verification process while delivering outstanding customer service.

This opportunity is located onsite at ID.me’s headquarters in McLean, Virginia. This is a full time opportunity and is not able to be done remotely.

• →Conduct inbound video verification calls with members, ensuring 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, ensuring a secure and efficient resolution
• →Embrace and implement the tactics and techniques provided by leadership during coaching/ training sessions in order to achieve desired goals 
• →Adhere to the companies Quality Assurance program and the associated policies 
• →Collaborate with team leads and management to enhance the verification process
• →Stay updated on company policies, procedures, and industry regulations

• High school diploma or equivalent required 
• Minimum 6 months of experience in customer support role preferably in a contact center environment
• Minimum 6 months of experience using Mac and/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 capable of de-escalating conflict
• Consistently demonstrates punctuality and reliability in attendance 
• Proficiency in using video conferencing software like Zoom 
• Proficiency in using Google Suite
• Proficiency in using ticketing software like Zendesk
• Ability to handle sensitive information with confidentiality
• Ability to thrive in a fast-paced environment when there are changing priorities 
• Ability to be a team player with a strong, self-managing work ethic
• Ability to be a self-starter with a passion for learning and continuous improvement

• Prolonged periods sitting at a desk and working on a computer