Customer Contact Center Assistant II

Do you love providing excellent customer service?

Would you like to join a dynamic team that helps customers navigate important life events?

About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com

About our Team

The VitalChek Customer Support Team supports a range of services that help customers securely request vital records and complete related transactions. This includes assisting with certified copies of birth, death, marriage, and divorce certificates, as well as supporting payment services tied to these and other VitalChek offerings.

Our team focuses on educating customers, setting clear expectations, and delivering a high level of service during important and often time-sensitive situations. We play a key role in helping customers navigate critical life moments with confidence and clarity.

About the Role

As a Customer Contact Center Assistant II, you will provide inbound and outbound support to customers placing or managing orders and payments through the VitalChek service.

In this role, you will assist customers with both the processing of vital record requests and associated payment services, ensuring transactions are completed accurately and securely. You will guide customers through identity verification requirements, documentation guidelines, and agency-specific rules, while also addressing questions related to billing, order status, and payment processing.

Your ability to clearly explain requirements, navigate multiple systems, and proactively set expectations will be key to reducing delays and ensuring a smooth customer experience.

Work location: This role is El Paso–based with a Hybrid work arrangement. This means candidates must live within a one‑hour driving distance of the El Paso office (zip code 79922).

New hires are required to work in-office for the duration of training and nesting (approximately 16 weeks). Following successful completion and if performance expectations are met, employees may be authorized to work from home for their scheduled shifts. Throughout your tenure, employees must be able to report to the El Paso office when required.

Responsibilities

• Respond to customer inquiries in a timely and professional manner

• Educate customers on agency-specific requirements, including documentation, identification, and processing timelines

• Assist customers with placing and managing orders for vital records and related services

• Troubleshoot and resolve customer concerns, including order issues, payment questions, and service delays

• Collaborate with team members and support partners to resolve complex issues

• Contribute to process improvements and knowledge sharing to enhance the overall customer experience

Requirements

• Experience in a customer service, contact center, administrative, or payment processing role preferred

• Strong written and verbal communication skills, with the ability to explain processes clearly and professionally

• Ability to remain calm, professional, and solution-oriented in high-volume or stressful situations

• Strong attention to detail and commitment to accuracy when handling customer information, orders, and payments

• Strong basic computer and navigation skills

• Navigating multiple systems, screens, and applications simultaneously

• Typing and documenting information accurately in real time

• Using email, web-based tools, and internal platforms efficiently

• Strong problem-solving skills and ability to apply guidelines to real-world customer scenarios

• Ability to work both independently and collaboratively in a team environment