Enrollment Agent I

About the role

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations globally. Our industry-enabled and client-specific solutions leverage decades of expertise in biometrics to revolutionize public security, justice, public safety, travel, transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint, and facial recognition solutions rank highest in independent benchmarking for accuracy, fairness, and scalability. These standards enable our clients to build safer, fairer societies where people can live, interact, and move freely.

With 4000+ employees and 150+ partners worldwide, we offer a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric technology.

Responsibilities

• Provide superior customer service to internal and external customers.
• Perform basic maintenance and troubleshoot issues with fingerprinting and retail equipment, including computer hardware and software.
• Verify customer identity and scan required documents into the database system.
• Successfully complete required biometric and data capture processes and paperwork for each customer.
• Track processing time for each applicant and ensure applicants are processed in the appropriate order.
• Perform biometric processing, including capturing quality electronic fingerprints, photographs, and signatures to meet or exceed program accuracy standards.
• Identify win-win opportunities to provide additional products and services to customers.
• Create opportunities to add value for customers through upselling retail products and services (if applicable).
• Adhere to all company and departmental employment policies regarding security and confidentiality to safeguard applicant documents and information.
• Follow all company and departmental policies relating to Enrollment Center standards, including signage, branding, and employee attire.
• Perform Enrollment Center Sustainment responsibilities daily.
• Handle administrative duties such as timekeeping, shift schedules, daily activity reports, card inventory, equipment inventory, and requisitioning supplies, including troubleshooting and equipment modifications.
• Represent the company and supported programs in a professional and customer-oriented manner.
• Support Customer Service Registration and Reservation activities as necessary.
• Successfully complete time-sensitive trainings and briefings as assigned.
• Perform similar work-related duties as assigned.

Requirements

• Must be a U.S. citizen.
• High school diploma or equivalent degree.
• Minimum one (1) year of applicable experience.
• Proficiency in Microsoft Office Suite is required.
• Previous experience processing credentials is a plus.
• Previous sales experience preferred.
• Evening and weekend work may be required.
• Must be at least 18 years old.
• Must successfully pass various background screening requirements, including criminal history, education, credit, and drug screen, as well as obtain any required program-specific credentials and certifications.

Skills

• Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards, and evaluating customer satisfaction.
• Technology: Knowledge of electronic equipment, computer hardware, and computer software, including applications and data entry.
• Clerical: Knowledge of administrative and clerical duties such as word processing, managing files and records, stenography, transcription, designing forms, and other office procedures.
• Monitoring: Ability to monitor and assess performance of self, other individuals, or organizations to make improvements or take corrective action.
• Integrity: Job requires ethics and honesty.

Travel, Working Conditions, and Physical Demands

• Travel Requirement: Ability to travel locally for activities such as backfill at local enrollment locations, meetings, classes, and workshops. Occasional overnight travel may be required, not exceeding 25% of the time. Travel by air may be required for initial company training and occasional new program or services training.
• Working Conditions: General office environment with adequate lighting, heating, and ventilation.
• Physical Demands: Office environment where the employee may be required to stand, sit, or alternate between both. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, and small parts. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment. Involves light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery.

Pay

The U.S. base hourly range for this position is $17.75–$24.13 per hour plus benefits. While candidates are not typically hired at or near the top of the range, all compensation decisions are based on specific facts and circumstances of each hire. Final offers may vary depending on skills, qualifications, experience, and geographic location.