Member Support Representative II - Verifications

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 full-time position is located onsite at ’s headquarters in McLean, Virginia and is not eligible for remote work.

• 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.
• Implement tactics and techniques provided by leadership during coaching and training sessions to achieve desired goals.
• Adhere to the company’s 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 six months of experience in a customer support role, preferably in a contact center environment.
• Minimum six months of experience using Mac and/or 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 ability to de‑escalate conflict.
• Consistent punctuality and reliability in attendance.
• Proficiency with video‑conferencing software such as Zoom.
• Proficiency with Google Suite.
• Proficiency with ticketing software such as Zendesk.
• Ability to handle sensitive information with confidentiality.
• Ability to thrive in a fast‑paced environment with changing priorities.
• Team‑player with a strong, self‑managing work ethic.
• Self‑starter with a passion for learning and continuous improvement.

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

• Full‑time hours: 40 hours per week with overtime opportunities.
• Our contact center is a 24/7 operation, offering multiple shifts to choose from.
• Competitive salary and benefits package.
• Shift differentials for nights and overnights;
  Medical, dental, and vision insurance; 15 days of accrued paid time off annually.
• Paid training and ongoing professional development.

Applicants must pass a background check that includes a criminal background review and a credit report review (not credit scores).

maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees share a responsibility for fulfilling our commitment to equal employment opportunity.  does not discriminate on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other protected characteristic.  

adheres to these principles in all aspects of employment and provides reasonable accommodation to qualified employees with disabilities. Please review our Privacy Policy at /privacy.

participates in E-Verify.