Member Verification Agent

The Role We Need:

The Person We Are Looking For:

Here’s What You’ll Do Day-To-Day:

• Review and verify member application documentation, including income and identity records, to determine eligibility and approval status.
• Evaluate documents for authenticity, accuracy, recency, and compliance with PadSplit’s verification criteria, with a strong focus on fraud prevention.
• Manage a high-volume inbox, responding to applicant emails, text messages, and tickets related to document submission and application status.
• Proactively follow up with applicants who have missing, incomplete, or unclear documentation to keep applications moving forward.
• Communicate approval decisions, next steps, and required corrections to applicants clearly and professionally via email and phone.
• Handle inbound and outbound calls with applicants as needed, using phone systems and CRM tools to support the verification process.
• Maintain detailed, accurate notes in CRM and ticketing systems (e.g., HubSpot, Zendesk) to track application progress and communication history.
• Collaborate closely with team members through internal channels (e.g., Slack) to manage workload, clear backlogs, and ensure timely processing of documents
• Meet daily and weekly productivity and SLA expectations, including response time, volume of emails/tickets handled, and availability metrics.
• Identify and escalate suspicious or potentially fraudulent applications to the appropriate teams for further review.
• Participate in weekly team meetings and provide updates on volume, trends, and issues impacting application processing
• Support weekend coverage as required, with rotating days off during the week, to manage application volume spikes

Here’s What You’ll Need to be Successful:

• Strong written and verbal English communication skills, with the ability to clearly explain application decisions, next steps, and required corrections to applicants.
• Proven ability to review, analyze, and validate financial documentation such as pay stubs, bank statements, and employment records with a high level of accuracy.
• Exceptional attention to detail and sound judgment, especially when identifying inconsistencies, errors, or potential fraud in submitted documents.
• Experience working in high-volume, fast-paced inbox or ticket-based environments where managing hundreds of emails or requests per day is expected.
• Comfort handling repetitive tasks while maintaining consistency, accuracy, and professionalism across all applicant interactions.
• Ability to manage multiple tools and systems simultaneously, including CRM, ticketing platforms, and calling software (e.g., HubSpot, Zendesk, dialers).
• Strong time management and prioritization skills to meet SLAs and productivity metrics while balancing email, text, and phone communication.
• Confidence handling inbound and outbound calls with applicants, including explaining verification requirements and resolving basic questions in real time.
• Familiarity with customer service best practices, including empathy, clarity, and professionalism in sensitive or high-stakes conversations.
• Ability to collaborate closely with teammates and communicate effectively through internal channels (e.g., Slack) to manage workload and resolve issues quickly.
• Willingness to work rotating schedules, including weekend coverage, with flexibility for assigned shifts.

The Interview Process:

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a video interview with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video interview with our Manager of Member Verification for forty-five (45) minutes.
• If warranted, then we move to contract!