Operations Executive at VerifyMe

Position Overview

• The operation executive will report directly to the Team Lead Verification services, or his/her designee.
• The Operations Executive is responsible for managing verification request flow for some special customers, you are to monitor the quality of the agent’s verification report and timelines to reduce no breach in customers' SLA.
• As a roaming state coordinator, you are to manage requests from all 36 states using already existing agents from the queue.
• You are expected to ensure quality reports and customers' overall satisfaction through communications and focus on enhancing customer retention.
• As an operations executive assign to some special customers, you will be added to the WhatsApp group for the customer to ease communication
• You will be responsible for analysing request inflow from addresses and customer complaints, it is expected that you maintain a 95% turnaround time on each request.

Responsibilities

• Maintain 95% turnaround time for each request
• Create a trusting relationship with the account manager assigned to the customer
• Responsible for following up with late verification and feedback to customers.
• Communicate in a professional way with customers
• Approve all addresses concerning the customer
• Relate difficult applicants' delay to the customer through an account manager.
• Proactively monitor the admin portal timer to follow up on addresses that is about to go late.
• Give late address priority
• Escalate any field related complain to account management
• Monitor internal operational processes and ensure compliance.
• Manage difficult applicant who has refused verification.
• Other responsibilities as assigned by the Senior Manager, VS, and AM

Requirements Skill Set

• Exceptional leadership skill,
• Attention to details, planning and time management skills.
• They must be self-motivated
• Ability to proactively think ahead to bit time
• Ability to multi-task in a fast-paced environment and under immense pressure.
• To perform efficiently in this role, the candidate must be willing to go above and beyond the responsibilities stated above to meet all operational goals.