Trust & Safety Agent, ID Document Review (Tier 1)

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

Work/Project Scope:  The agent will be a part of a team responsible for verifying and validating the identity of our freelancers and clients, and investigating potential violations of Upwork policies.

We are seeking individuals of high integrity, a strong work ethic, quick typing, sound judgment, and solid customer support skills who also is very detail-oriented.


Responsibilities:
Review identity documents including passports, national IDs, and driver’s licenses, and evaluate the documents and the customers’ Upwork profiles.
- Perform account reviews in the search for policy violations to take action, or escalate to the
  appropriate teams according to standard processes.
- Communicate actions to external users in a professional manner.
- Maintain a level of performance standards pertaining to productivity, quality, and customer service.
- Identify changing trends, document, and escalate appropriately in a timely manner.
- Abide by existing security and data protection rules.
- Escalate issues to leaders, management, and other functional areas as necessary regarding unusual activity and customer issues.
- Time Commitment: 50 hours/week on a 5-day schedule (may include weekends)
- Abide by existing security and data protection rules.

Must Haves:
- Customer Service/support experience
- Strong English written and verbal communication skills
- A high level of attention to detail to detect inconsistencies and discrepancies
- Ability to assess and resolve issues, potentially involving complex or unusual cases
- Ability to collaborate with other departments to enforce policies and resolve issues
- Able to work 50 hours/week on a 5-day schedule (may include weekends)
- Preferably proficient in verifying and validating identity documents, has an understanding of relevant regulations and compliance requirements related to identity verification  (e.g., KYC - Know Your Customer) and proficient in fraud detection and prevention techniques.

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.