Customer 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 completenessIdentify and correct data errors and inconsistenciesResearch and verify missing information to ensure data completenessConduct an average of 35 daily outreach calls to confirm business informationFollow established data entry procedures and guidelines to maintain a high level of accuracy and efficiencyProvide high-quality, responsive support to customers using our verification productsDocument customer interactions and escalate issues when appropriateHelp to create guides and other training materials for customers on our productsAssist with ordering and receiving documentation from lenders and other sourcesMaintain confidentiality and security of sensitive information What You Will Need Clerical office skills, including computer skills and data entry, are preferredStrong communication and interpersonal skills with a customer-first mindsetDetail-oriented with strong investigative skillsReliable with a positive and professional attitude and strong work ethicAbility to learn and navigate multiple systems and portalsAdaptability to handle changes in procedures and software systemsAbility to prioritize, ask questions when appropriate, and exercise good judgmentStrong organizational skills with an ability to manage time and resources effectivelyComfort with both customer-facing responsibilities and internal data integrity workA curiosity to take on new challenges and help build new processes Benefits Flexible vacation12 company-paid holidays10 paid sick daysNo work on your birthdayHealth, dental, and vision Insurance (including a $0 option)401(k) with matching, and no waiting periodEquityLife insuranceGenerous parental paid leaveWellness reimbursement of $300/yearProfessional development reimbursementCompetitive payWe believe that company culture is the best predictor of success. Learn more about CertifID’s culture here Additional Information 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. Apply to this Job