Support Associate

Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report total losses exceeded $16 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.

We know we couldn’t take on this challenge without our incredible team. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs two years in a row. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud.

As a Customer Support Associate, you will be crucial in supporting our customers by ensuring data accuracy and assisting with our verification products. You will be our users' trusted point of contact and an essential part of the fraud prevention process. In addition to maintaining the integrity of our product database, you will help facilitate manual processes related to ordering and verifying payoffs and other critical customer workflows.

Responsibilities

• Meticulously examine data from various sources to ensure accuracy and completeness
• Identify and correct data errors and inconsistencies
• Research and verify missing information to ensure data completeness
• Conduct an average of 35 daily outreach calls to confirm business information
• Follow established data entry procedures and guidelines to maintain a high level of accuracy and efficiency
• Provide high-quality, responsive support to customers using our verification products
• Document customer interactions and escalate issues when appropriate
• Help to create guides and other training materials for customers on our products
• Assist with ordering and receiving documentation from lenders and other sources
• Maintain confidentiality and security of sensitive information
  
  
  

What You Will Need

• Clerical office skills, including computer skills and data entry, are preferred
• Strong communication and interpersonal skills with a customer-first mindset
• Detail-oriented with strong investigative skills
• Reliable with a positive and professional attitude and strong work ethic
• Ability to learn and navigate multiple systems and portals
• Adaptability to handle changes in procedures and software systems
• Ability to prioritize, ask questions when appropriate, and exercise good judgment
• Strong organizational skills with an ability to manage time and resources effectively
• Comfort with both customer-facing responsibilities and internal data integrity work
• A curiosity to take on new challenges and help build new processes
  
  
  

Benefits

• Flexible vacation
• 12 company-paid holidays
• 10 paid sick days
• No work on your birthday
• Health, dental, and vision Insurance (including a $0 option)
• 401(k) with matching, and no waiting period
• Equity
• Life insurance
• Generous parental paid leave
• Wellness reimbursement of $300/year
• Professional development reimbursement
• Competitive pay
• We believe that company culture is the best predictor of success. Learn more about CertifID’s culture here
  
  
  

Change doesn't happen overnight, and the same goes for us here at CertifID. We PROGRESS collectively and individually as we grow, abiding by our core values. Protect the Customer, Raise the Bar, Operate with Urgency, Grow with Grit, Ride the Wave, Enthusiasm Spreads, Stay Connected, Send It.