Excellent Communications skills: Ability to communicate with customers clearly and effectively over the phone, video calls, and in-person.
Ability to handle difficult situations calmly and empathize with customers.
Ability to analyze data and transaction codes within technical applications and dashboards.
Ability to ensure the accuracy of identity information provided by customers by cross-checking against relevant databases and records.
Attention to detail: Ensure accuracy when recording and updating system information and documentation.
Knowledge on concepts of authentication, authorization, and multi-factor authentication.
Understanding of agency audit and compliance requirements.
Ability to provide user administration in a Windows environment using tools such as Entra ID, Active Directory, and MS Authenticator.
Preferred Skill
Experience in a role verifying individual identities using identity proofing tools and software.
Experience detecting and investigating fraud associated with attempting to gain system access for malicious purposes i.e. document manipulation, identity theft, and social engineering tactics.
Experience handling identity proofing/verification in-person or remotely on-line.