Summary

Under the general review of the IT Solution Center (ITSC) Supervisor, this position provides support for customer identity verification to confirm the authenticity of provided information and identity proofing by collecting and analyzing data to validate an identity.  It will also provide backup support for Identity and Access Management (IAM) activities for ETF.

This position will provide user assistance with automated identity proofing systems and processes.  Identity verification will use demographic and other information and software tools to validate documents such as passports and driver’s licenses.  If an identity cannot be verified, this position will analyze reason and informational codes from system transactions to determine if a user is fraudulent or to determine next steps for providing assistance.  In situations where using the automated systems is not feasible, this position will offer alternatives, including in-person meetings at ETF offices.  This position along with other business partners across the agency will help to ensure all personal information and other data is safeguarded.  This position will recommend process and service enhancements to address the business needs of identity proofing and verification.

Skills:

·         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.

Preferred Skill

·         Experience in a role verifying individual identities using identity proofing tools and software.

·         Experience handling identity proofing/verification in-person or remotely on-line.