padsplit - Member Verification Agent
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Requirements
• You’re organized, adaptable, and take ownership of your work—balancing speed with accuracy while helping keep the application process moving smoothly. • 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! • Full time - Independent Contractor
Responsibilities
• 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
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