Company Overview

IDMe is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with IDMe once and seamlessly login across websites without having to create a new login and verify their identity again. Over 175 million users experience streamlined login and identity verification with IDMe at 22 federal agencies, 50 state government agencies, and more than 100 healthcare organizations. Over 600 consumer brands use IDMe to verify communities and user segments to honor service and build more authentic relationships. IDMe’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. IDMe 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/.

IDMe is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles — such as field-based sales or other remote-by-design positions — may have different work arrangements as noted in their individual postings.

At IDMe, we embrace the thoughtful use of AI tools in our daily work and there are even occasions where we leverage AI in our hiring process. However, during the interview process, we want to understand your individual skills and experiences. Therefore, we have guidelines on how AI can be appropriately used during your application and interviews which can be found here.

Role Overview

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 in Tampa, FL. This is a full time opportunity and is not able to be done remotely.

Responsibilities

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

Required Education and Experience

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

Skills & Competencies

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

Physical Requirements

Prolonged periods sitting at a desk and working on a computer

What We Offer

Full-Time Hours: 40 hours per week schedule, with overtime opportunities!