Remote SRIP Agent

Job Title: Remote SRIP Agent (Supervised Remote Identity Proofing)

Department: Customer Support Reports To: Client Solutions Manager Location: Remote (Global Coverage – Multiple Time Zones)

Overview

NextgenID is seeking SRIP Agents to support remote identity-proofing operations conducted through NextgenID’s PresenceID identity stations. Agents act as live remote operators responsible for verifying applicant identity, monitoring proofing sessions, validating document authenticity, and ensuring compliance with NIST standards.

This role requires high attention to detail, sound judgment in compliance-driven workflows, and strong communication skills, supported by a professional, patient, and customer-oriented demeanor to deliver a seamless and secure enrollee experience.

Key Responsibilities

· Connect remotely to PresenceID identity stations to supervise live enrollment sessions.

· Be on camera for the entire duration of each session, maintaining a professional appearance and demeanor.

· Operate from a professional office environment with reliable internet, proper lighting, and minimal background distractions.

· Supervise enrollees by visually confirming identity, monitoring applicant presence, and ensuring the enrollee remains in camera view throughout the session.

· Validate identity documents by reviewing scanned images and cryptographic features in accordance with NIST and other compliance requirements.

· Utilize NextgenID’s software to review and approve collected biometric and biographic data.

· Detect and respond to anomalies or potential fraud attempts; terminate sessions when non-compliance or tampering is suspected.

· Follow prescribed agent scripts to maintain regulatory consistency, accuracy, and a professional tone during all interactions.

· Guide enrollees through technical steps such as document scanning, photo and fingerprint capture, and package submission.

· Document all sessions accurately within the SRIP system and report hardware or software issues to NextgenID support immediately.

· Adhere to operational standards for audio/video quality, data security, and privacy protection.

· Collaborate with NextgenID to report technical issues affecting the station’s connectivity or performance.

· Submit incident or technical issue reports using a custom Freshdesk form within the ticketing platform.

· Maintain readiness by participating in ongoing refresher training on compliance, security, and customer interaction protocols.

Required Qualifications & Skills

· Proficiency in English with strong verbal clarity and written documentation skills.

· Experience in customer-facing or remote service roles (identity verification, helpdesk, call center, or similar).

· Basic technical literacy with ability to operate browser-based applications, webcams, scanners, and remote desktop interfaces.

· Understanding privacy, compliance, and security practices (e.g., handling personally identifiable information).

· Excellent observational skills, attention to detail, and ability to follow structured procedures accurately.

· Professional demeanor and appearance; capable of maintaining composure under pressure.

· Experience using Freshdesk or similar ticketing platforms is a plus.

· Reliable high-speed internet connection, Windows-based workstation, webcam, and headset meeting operational specifications.

Performance Expectations

· Consistently meet metrics for connection uptime, enrollment throughput, and session accuracy.

· Maintain 100% adherence to approved agent scripts and compliance workflows

· Report issues promptly and maintain zero data-handling violations.

· Participate in periodic quality audits and refresher certification programs.