Member Verification Agent

Are you ready to dive into the world of a fast-paced tech startup? Are you ready to change the world? At PadSplit we're disrupting the affordable housing industry by creating safe, attractive, and respectable co-living environments. If you're motivated by the conviction that working people should have a decent place to live, and want to do something about it, come join us! At PadSplit, our purpose is to solve our affordable housing crisis one room at a time while leveraging housing as a vehicle for financial independence. Our principles are Care, Show it, Prove it. We live out our principles by embodying our values: Empathy, Optimism, Intellectual Curiosity, Strong Work Ethic, High Integrity, Self-Awareness, and Compassionate Directness. Learn more about PadSplit here The Role We Need: PadSplit is looking for a detail-oriented teammate to join our Member Verification team as we continue to scale. This role is essential to ensuring that our membership application process remains accurate, consistent, and efficient for individuals seeking rooms through PadSplit. You’ll be responsible for reviewing income and identity documentation, evaluating eligibility based on defined criteria, and clearly communicating application outcomes to prospective members. You’ll work in a fast-paced, high-volume environment where accuracy, responsiveness, and sound judgment directly impact both the member experience and the integrity of our platform. The Person We Are Looking For: We’re looking for someone with a strong eye for detail and the ability to assess eligibility and authenticity within financial documentation. You’re comfortable working with bank statements, pay stubs, and similar records, and you know how to apply policies consistently and accurately. You communicate clearly and professionally via email and phone, can explain decisions with empathy and confidence, and are comfortable managing a high volume of inbound and outbound communication. You work well independently but collaborate closely with teammates to manage shared workloads and shifting priorities. You’re organized, adaptable, and take ownership of your work—balancing speed with accuracy while helping keep the application process moving smoothly. Here’s What You’ll Do Day-To-Day:

Review and verify member application documentation, including income and identity records, to determine eligibility and approval status.

Evaluate documents for authenticity, accuracy, recency, and compliance with PadSplit’s verification criteria, with a strong focus on fraud prevention.

Manage a high-volume inbox, responding to applicant emails, text messages, and tickets related to document submission and application status.

Proactively follow up with applicants who have missing, incomplete, or unclear documentation to keep applications moving forward.

Communicate approval decisions, next steps, and required corrections to applicants clearly and professionally via email and phone.

Handle inbound and outbound calls with applicants as needed, using phone systems and CRM tools to support the verification process.

Maintain detailed, accurate notes in CRM and ticketing systems (e.g., HubSpot, Zendesk) to track application progress and communication history.

Collaborate closely with team members through internal channels (e.g., Slack) to manage workload, clear backlogs, and ensure timely processing of documents

Meet daily and weekly productivity and SLA expectations, including response time, volume of emails/tickets handled, and availability metrics.

Identify and escalate suspicious or potentially fraudulent applications to the appropriate teams for further review.

Participate in weekly team meetings and provide updates on volume, trends, and issues impacting application processing

Support weekend coverage as required, with rotating days off during the week, to manage application volume spikes

Here’s What You’ll Need to be Successful:

Strong written and verbal English communication skills, with the ability to clearly explain application decisions, next steps, and required corrections to applicants.

Proven ability to review, analyze, and validate financial documentation such as pay stubs, bank statements, and employment records with a high level of accuracy.

Exceptional attention to detail and sound judgment, especially when identifying inconsistencies, errors, or potential fraud in submitted documents.

Experience working in high-volume, fast-paced inbox or ticket-based environments where managing hundreds of emails or requests per day is expected.

Comfort handling repetitive tasks while maintaining consistency, accuracy, and professionalism across all applicant interactions.

Ability to manage multiple tools and systems simultaneously, including CRM, ticketing platforms, and calling software (e.g., HubSpot, Zendesk, dialers).

Strong time management and prioritization skills to meet SLAs and productivity metrics while balancing email, text, and phone communication.

Confidence handling inbound and outbound calls with applicants, including explaining verification requirements and resolving basic questions in real time.

Familiarity with customer service best practices, including empathy, clarity, and professionalism in sensitive or high-stakes conversations.

Ability to collaborate closely with teammates and communicate effectively through internal channels (e.g., Slack) to manage workload and resolve issues quickly.

Willingness to work rotating schedules, including weekend coverage, with flexibility for assigned shifts.

The Interview Process:

Your application will be reviewed for possible next steps by the Hiring Manager.

If you meet eligibility requirements, the next step would be a video interview with a member of the PeopleOps team for about thirty (30) minutes.

If warranted, the next step would be a video interview with our Manager of Member Verification for forty-five (45) minutes.

If warranted, then we move to contract!