Forensic Document Support (weekends and bank holidays)

Business Unit: Commercial

Location: Nottingham

Contract Type: Permanent/Part Time

Forensic Document Support (weekends and bank holidays)

About GBG

With a rich heritage of more than 30 years, offices in 16 locations worldwide and more than 1,000 team members globally, GBG proudly stand as the global technology specialist in fraud, location and identity data intelligence. We support businesses and enable customer growth by protecting companies and governments to combat fraud and cybercrime, lower cost of compliance and improve customer digital onboarding experience in today’s digital economy.

The team

The Professional Services Team works directly with GBG IDscan customers to resolve issues (technical or document related) reported by our customers. As a Professional Services Forensic Document Support, you will be the primary point of contact for GBG IDscan customers 24/7 who face a failed, suspect or unsupported document.  Working to resolve customer issues is our priority; however, IDES (IDscan Document Expert System) is the brain behind IDscan document processing technology, many teams in IDscan work on IDES to keep improving it from different aspects. IDES is the processing engine that takes images from various sources and processes them to recognise, authenticate, and extract information from different types of documents (including proof of ID, and proof of address documents). This team will ensure IDES is maintained and grows along with all the new documents that are introduced into the market. 

The role

Successful candidates will primarily support the FDE team by professionally assisting and validating various identification documents supplied by GBG IDscan customers. The Forensic Document Support will ensure customer support/queries are dealt with quickly and thoroughly across multiple platforms. As you build your document knowledge, you will help to maintain the IDscan document library. Intermittently, you may be asked to prepare reference data for our Document Knowledge Team to enable them to train our software and expand our samples database. 

What you will do

  • Respond to customer requests over live chat, portals and emails.
  • Reviewing semantic and visual features of identity documents day in and day out.
  • Manage daily transcript reports. 
  • Managing document samples in a controlled careful and responsible manner as prescribed by IDscan. 
  • Regression test new document library packages and compare against older versions. 
  • If requested, help the document experts by preparing the required data for defining new document types or by enhancing the existing ones. 

To help you be successful, we're looking for:

  • Data analysis and critical thinking skills.
  • Ability to adapt and make decisions. 
  • Customer-focused individual with a drive to ensure customers have and continue to have a great experience when dealing with GBG. 
  • Baseline technical skills (Windows, Internet, Emailing, Microsoft office. 

Behaviours

  • Supports others and recognises the importance of teamwork.    
  • Shows evidence of clear analytical thinking. Eager to learn and determined to deliver excellent service to customers.
  • Organised and able to work independently and on their own initiative
  • Detail-conscious and committed to keeping accurate and up to date records

Desired:
• Ability to collate information, analyse the data and come up with solutions to problems. 
• Data/Information research skills. 
• Basic Photoshop/Designing Skills knowledge. 
• University degree preferable. 
• Knowledge about data protection and privacy. 
• Knowledge about identity documents. 
• CIFAS Identity Document Fraud Training. 

Additionally, working hours are:

Sat: 8am-6pm

Sun and Bank Holidays: 11am-5pm

What’s in it for you?

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference and everyone has something to contribute.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact laurie.higdon@gbgplc.com. We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

Apply now