Identity Verification Examiners and Decision Makers
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Our ID Verification Examiners and Decision-Makers in our Complex Cases team will:
1. Manage complex ID verification cases, where the applicants’ evidence requires further investigation and interrogation.
2. Review and examine eligibility, authenticity, and compliance of documentation received and associated evidence – the evidence and documentation is likely to be in languages other than English, from predominantly non-European countries, and which cannot be notarised or processed via the One Gov Login process or an Authorised Corporate Service Provider (ACSP).
3. Make evidence-based decisions confidently, assessing authenticity of documentation and potential fraud.
4. Undertake investigative work to verify submitted evidence and documentation.
5. Work efficiently towards targets, following best practice guidelines.
6. Provide high-quality customer service by communicating clearly, sensitively, and effectively.
7. Apply critical and constructive thinking with attention to detail for accuracy and authenticity.
8. Determine when cases require escalation, making informed decisions based on received information and intelligence.
9. Record decisions and rationale thoroughly, including risk identification, using IT systems as needed.
10. Work independently and collaboratively, escalating complex cases to senior colleagues as necessary.
11. Share information with colleagues and stakeholders to identify trends, suggest improvements, and understand international operations.
Person specification
Candidates should have:
* The ability to make informed, evidence-based decisions.
* Experience with investigative thinking, including critical analysis.
* Ability to follow guidance and processes accurately.
* Excellent attention to detail and accuracy.
* Strong customer service skills.
They should also be:
* Self-motivated, well-organized, and efficient in managing workload and targets.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
Industries
* Government Administration
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