One of the things which we’re particularly proud of at TrustID is our Document Helpdesk Team. They are experts in identity document validation and legislation and offer a unique and valuable service to our customers. Read on to find out more about this expert team and how they work…
What does our Document Helpdesk Team do?
How has the Helpdesk Team changed?
Over the past few years, we’ve worked hard on growing, training and developing our Document Helpdesk Team. Between March 2019 and March 2020, the team more than doubled. In November last year, adding staff to cover the evenings and weekends meant we could extend our support hours and last month, we also recruited additional resource to cover the busiest, lunchtime periods.
As the Document Team has grown, so has the depth and breadth
of their knowledge. The training process is stringent and led by ex-Border
force staff. We train our staff on security features across global identity
documents as well as Right to Work legislation. New starters spend months
shadowing our most experienced staff before checking documents independently.
When the team see an example of a ‘new’ fake document, they also share the
information between them, so they are constantly building their knowledge.
How does our Helpdesk Team help customers?
Whilst most of the identity documents our customers see are authentic, our expert Document Helpdesk team examining them means that our customers can be more confident that suspicious documents will be picked up. For our Right to Work customers, this extra check also means that they can be confident in their compliance.
Some of the fraudulent documents which we have identified have been very ‘good quality’ – they have been produced to a pretty high standard and wouldn’t be easy for someone without advanced training to spot. Having our Document Team examine them gives our customers an additional level of security to protect their business from fraud or illegal working.
Our Helpdesk team are also helping businesses with Right to Work compliance. With hundreds of document combinations possible across the Right to Work lists, this can sometimes be complex. When legislation changes, such as post-Brexit, our team are quickly retrained to navigate new Right to Work scenarios.We were quickly able to react to the recent temporary changes to guidelines due to Covid-19 and ensure that our customers could continue to recruit efficiently.
For those businesses relying on remote on-boarding, for example in retail or hospitality, our service can offer significant benefits: having our expert helpdesk team as their ‘outsourced’ Right to Work team ensures that they remain compliant without having to ask remote managers to become experts in the latest legislation.
Tony Machin, CEO
Our CEO since 2013 has led our business through a program of significant upgrades in technology and services and has huge experience helping businesses introduce the right processes for identity document checks.
Want to find out more?
If you’d like to discuss how our Document Helpdesk service could help you, please get in touch!
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