Document Verification & Customer Support Specialist

We are looking for a detail-oriented professional to review documents, resolve verification issues, and support customers throughout the submission process. This role requires sound judgment, clear communication, and a consistent approach to accuracy and compliance.

Key Responsibilities

• Customer Support: Communicate with customers and workers through email , chat, and phone to clarify discrepancies, obtain missing information, and explain document submission requirements.
• Document Verification: Review documents for completeness, accuracy, authenticity, validity, and compliance with internal procedures and applicable regulatory requirements.
• Issue Resolution: Identify discrepancies or potentially altered documents, escalate concerns through established channels, and clearly record actions taken.
• Process Adherence: Follow verification checklists and standard operating procedures, categorize documents correctly, and record outcomes in internal systems.
• Recordkeeping & Reporting: Maintain accurate notes and ticket updates, track unresolved issues, and report recurring problems to management.
• Team Collaboration: Work with Training, Quality Assurance, and subject matter experts to improve workflows and address recurring operational challenges.

Qualifications & Skills

• Experience in document verification, trust and safety, compliance operations, credentialing, or customer support, ideally in a fast-paced or regulated environment.
• Strong attention to detail and analytical skills, with the ability to identify inconsistencies and assess information carefully.
• Sound judgment when handling incomplete or ambiguous information, including knowing when to seek guidance or escalate.
• Excellent written and verbal communication skills, with a professional and empathetic approach to sensitive conversations.
• Strong organizational skills and the ability to manage competing priorities while maintaining accuracy.
• A dependable, proactive approach, with ownership of assigned work and timely follow-through.
• Ability to work independently in a remote environment while staying aligned with team priorities.
• Familiarity with Slack, Google Sheets, and ticketing or task management systems.
• A collaborative mindset and openness to feedback and continuous improvement.