Enrollment Agent

Overview

We are seeking an Enrollment Agent to provide professional customer service while accurately completing identity verification, biometric enrollment, and data capture activities. This role will interact directly with applicants, operate specialized biometric and retail equipment, and ensure all required documentation and information is captured accurately and securely. The Enrollment Agent will also perform basic equipment troubleshooting and help maintain an efficient, organized enrollment environment.

Requires the ability to drive to locations within the state on Tennessee.

Duties

• Provide superior customer service to internal and external customers throughout the enrollment process.

• Verify customer identity and review required documentation for completeness and accuracy.

• Scan and upload required documents into the appropriate database or processing system.

• Perform biometric enrollment and data capture activities, including electronic fingerprints, photographs, and signatures.

• Ensure biometric captures meet or exceed established program accuracy and quality standards.

• Complete all required enrollment paperwork and documentation accurately and in accordance with established procedures.

• Track applicant processing times and ensure applicants are processed in the appropriate order.

• Operate computers, fingerprinting equipment, cameras, signature pads, scanners, and other enrollment or retail equipment.

• Perform basic maintenance and troubleshooting of computer hardware, software, biometric equipment, and related devices.

• Identify and resolve routine technical or equipment issues or escalate more complex problems as appropriate.

• Maintain accurate applicant records and protect customer information throughout the enrollment process.

• Follow established security, privacy, operational, and quality-control procedures.

• Maintain an organized and professional customer-facing work environment.

• Identify appropriate opportunities to introduce or provide additional products and services that meet customer needs.

Required Skills

• Strong customer service and interpersonal communication skills.

• Ability to interact professionally with a diverse range of customers and applicants.

• Strong attention to detail and ability to accurately follow established procedures.

• Basic computer and technical troubleshooting skills.

• Ability to operate or learn to operate computers, scanners, cameras, fingerprinting equipment, and other specialized technology.

• Ability to accurately enter, verify, and process customer information and documentation.

• Ability to manage multiple applicants while maintaining accuracy and appropriate processing times.

• Ability to handle sensitive customer information with professionalism and discretion.

• Strong organizational and time-management skills.

• Ability to work independently while following established processes and quality standards.

• Ability to identify customer needs and communicate relevant products or services.

Preferred Skills

• Previous experience in a customer service, enrollment, registration, identification verification, retail, or administrative environment.

• Experience working with biometric technology, including fingerprint scanners, digital cameras, or electronic signature systems.

• Experience troubleshooting basic computer hardware and software issues.

• Experience working with databases, document-scanning systems, or data-entry applications.

• Previous experience in a security, identity verification, government services, healthcare registration, or similar environment.

• Previous experience in a customer-facing role involving the sale or recommendation of additional products or services.