Fulfilment Representative

Who are we?

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.

Read more about us here

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 - 3 (90-94.99)
• Service Level Attainment - 3 (98-98.49%)
• Productivity - 3 (90-95.99%)
• 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
  
  
  

Life at MyPass:

• Accessible and friendly office in Cebu IT Park
• Celebrate You - Anniversary gifts as early as your first work anniversary!
• Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00
• Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
• Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
• Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
• Be Comfortable - Casual Friday every day!
• We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
• Generous Employee Referral Program - Rewards for referring top talent
  
  
  

Feel valuable

We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is open, respectful and collaborative, where the status quo is challenged and both success and failure are celebrated.

MyPass champions diversity at all levels of the company, and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. Our mantra is to make things happen, every single day.

Our company values:

Bring out the best - We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.

Challenge the norm - We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.

Treat people well - We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.

Walk the walk - We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word.