Fulfilment Representative

Position Purpose Statement

The main purpose of this role is to serve as the initial line of defense in validating workers' qualifications, certificates, and achievements, in accordance with MyPass Global's procedures, while maintaining the required KPIs. This position will ensure all validation tickets go through a thorough process for accurate approval or rejection and precise data entry in the system.

Your Day to Day:

• Responsible for entering the worker credential data into the MyPass platform (Reference Number, Ticket Name, Expiry Date) as applicable in the particular certificate or attainment.
• Responsible for sending Approval or Rejection of certificates or attainments through the Admin Portal Platform.
• Conducts validation and/or verification of qualifications and licences using Registered Training Organization website references.
• Responsible for identifying documents that may have been altered, tampered with, or are fraudulent.
• Responsible for detecting potentially altered, tampered, or fraudulent documents.
• Responsible for escalating fraudulent documents by requesting a Rejection action at the Admin Portal.
• Responsible for own continuous learning through complete attendance on learning sessions, ticket calibrations, reading Fulfilment Spaces processes and updates.
• Responsible for escalating to Fulfilment Leads new or archived names of Registered Training Organization when discovery occurs during validation or verification process.
• Responsible for following the Resolve and Escalate process.
• Responsible for following the Primary Source Validation process.
• Responsible for following the Reporting a Bug in Fulfilment Tools process.

Our Ideal MyPasser:

• Flexible to work on shifting schedule and on holidays
• Has a keen eye for detail.
• Good team player and is able to work with minimal supervision
• Fluency in spoken & written English
• Attention to detail and a methodical, systematic approach to your work (essential)
• Excellent computing skills (including Excel, Word)
• Excellent database administration skills
• Experience with a variety of customised software applications
• Clear and accurate communication (must have reliable, quality internet connection for situations when working from home is required e.g. COVID Lockdowns)
• Understanding of Construction, Manufacturing, Oil & Gas, Heavy Industry preferred
• Willingness to work Night Shift (9:00 pm-6:00 am) & to work on weekends (Saturday/Sunday) is preferred
• Absolute discretion and confidentiality - Ensure confidentiality and privacy is respected and maintained at all times with respect to MyPass Global, clients, staff, products and services

Information Security Accountabilities:

• Understand own contribution to the effectiveness of the Information Security Management System (ISMS)
• Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)
• Understand the consequences of non-compliance with the requirements of the ISMS
• Understand information security guidelines related to own job role

Measures of Success:

• Accuracy
• Service Level Attainment %)
• Productivity %)

A 0.10 point bonus will be applied to the final score of everyone, provided there is no erroneous approval of a fraudulent certificate.

Development Objectives:

• 0-3 Months
• Develop an intimate understanding of the product and range of use cases.
• Complete Onboarding and Clui compliance training
• Complete the Verification Training.
• Familiarize oneself with common issues that may arise in document validation.
• Validating simple certificates/SOA/Identification
• Learn the process of escalating complex issues and documenting any discrepancies

• Review performance with supervisor.

• 3-6 Months

• Master the verification process for simple certificates
• Continue refining document validation skills, focusing on handling more complex documents

• Generate 98% QA accuracy in Level 1 tickets

• 6 – 12 Months

• Master the verification process for complex certificates
• Take an active role in suggesting process improvements to improve efficiency of the verification process.
• Become eligible for upskilling to Fulfilment Specialist