Q: Who is Sterling Identity?
Sterling Identity, a subsidiary of Sterling Talent Solutions since 2017, provides and operates biometric and identity capture devices that together creates the nationwide Sterling Identity Network. Sterling Identity is headquartered in Portland, Oregon. Participating The UPS Stores receive best-in-class technology and provide friendly customer service. Keeping the customer experience in mind, the electronic fingerprinting and identity verification process is fast and simple.
Q: What is the Sterling Identity Program’s value to centers?
Centers that join the Sterling Identity program receive biometric and identity capture equipment at absolutely no cost. When a center adds a Sterling Identity Network kiosk to their center, another revenue source is added. Participating centers are shared on the Sterling Identity locator map where customers requiring this service can view and select. Additionally, new clients are continuously onboarding with Sterling Identity and sending new customers to participating centers. Centers receive an influx of customers with no additional marketing needed.
Q:What is the Sterling Identity program’s value to customers?
Sterling Identity’s identity verification and fingerprinting solutions is designed for both individuals and organizations. Services provided using the Identity Network kiosk create a convenient, safe, secure, fast, and appointment-free experience. With cutting-edge technology and the most customer-friendly interface and support on the market, the identity verification and fingerprinting process is as simple as possible for everyone involved.
Q: What type of customer will Sterling Identity bring to my center?
Customers include those in the financial industry, travelers, people who want to work or study abroad, and those requiring security clearance, among others.
Q: How are centers paid?
Centers are reimbursed via the Program Revenue Payment (PRP).
Q: What will I need to do as part of the Sterling Identity Program?
Participating in the program involves (1) assisting customers with properly completing their fingerprint or identity document submissions, and (2) routine equipment cleaning and sanitation. Associates who assist must also successfully complete a short training on the Sterling Identity Network kiosk. (3) Centers will need to safeguard the equipment from damage and theft. (4) Centers will provide accommodations to customers such as a chair for them to use and an ADA compliant space for the kiosk.
Q: How long does it take to assist customers?
The time required depends on how experienced an associate is with identity verification and fingerprint capture processes. Experienced associates who complete the training and practice taking fingerprints can often finish an enrollment in under 6 minutes.
Q: How will customers know to come to my location for Sterling Identity products?
After a center completes the onboarding process with Sterling Identity, they are placed on a locator map. When customers preregister online, they select a convenient participating center. Anyone can view participating locations at www.sterlingidentity.com/locations.
Q: What is the typical center associate’s experience assisting a customer?
- Customer arrives with a registration QR code they received when they preregistered online (may be on a piece of paper or on their phone). Customers may have appointments with the center through TimeTrade or they may come into the center without appointments.
- The associate guides the customer to the kiosk and assists them with scanning their QR code.
- The customer verifies some personal information. Should any biographic information on the kiosk not be correct, the associate advises the customer to contact Sterling Identity Support while they are in the center.
- The associate assists the customer through the rest of the process on the kiosk. The associate authenticates themselves on the kiosk (with a key code from their training or with their fingerprints.
- The associate verifies the identity documents provided by the customer and inputs the identity document types into the kiosk.
- If prompted by the kiosk, the associate assists the customer with fingerprint capture.
- The kiosk screen will notify the associate when the enrollment process is complete. If during the process, the associate has questions, a Sterling Identity Support team member is just a phone call away to assist.
Q: How can I join the Sterling Identity Program?
There are several ways for you to notify Sterling Identity you are interested in joining the program: (1) complete a sign up form, (2) email support@sterlingidentity.com, or (3) call 844.787.3431.
Q: What equipment is needed for the program?
If selected to join the program, you will receive a kiosk with built in cellular connection at no cost to you. In the event the built-in cellular connection does not work in your center’s environment, Sterling Identity can provide an external cellular modem, also known as the Secure Connectivity Unit (SCU), also at no cost to you. What you will need to provide to customers is a chair for them to use at the kiosk.
Q: Am I required to purchase the kiosk or external cellular modem?
No. Sterling Identity provides the kiosk, and if needed, the external cellular modem, at no cost to you. However, you must clean and sanitize the kiosk regularly and ensure it is powered on during your center’s business hours to allow for important software updates and so it is readily available to customers. It is also the center’s responsibility to safeguard the equipment from damage and theft.
Q: Where should I place the kiosk?
The kiosk should be plugged in and powered on during the center’s operational hours. We recommend placing the kiosk near a power outlet in an ADA compliant space within the center. If this is not possible, place the kiosk in a location where an associate can quickly move the kiosk to an ADA compliant space with a power outlet for the duration of usage. During the center’s operational hours, the kiosk should always be plugged in and powered on. If the center has areas that are accessible outside of the centers operational hours when no associates are present, the kiosk should not be left in this area during this time as it may be subject to theft or damage. The center is responsible for safeguarding the equipment and should move the kiosk to a protected area during this time.
Q: What kind of training do I need to complete?
Sterling Identity primarily provides key training materials on the kiosk (though there may be supplemental training provided in other formats). To access the training on the kiosk, use your finger to select the “i” icon located at the bottom of the home screen and select the option for training. Training includes tutorials on identity verification and fingerprint capture, along with other captures.
Q: Do all my associates need to complete the training?
Not necessarily. Participating centers in the Sterling Identity program must have at least one associate that has completed the training available to assist customers during center operating hours. Customers using the Sterling Identity Network kiosk will require assistance from trained associates for identity verification, fingerprint capture, and other possible future capture services. If associates are trained, this will allow them to efficiently serve customers in under 10 minutes. Annual retraining on material may become required to ensure associates receive a refresher on content.
Q: How long does the training take to complete?
Training takes about 15 minutes to complete.
Not finding the answers you need?
Use this form to send us your questions.
Contact Support
We use the information you provide on this form for the reason you filled it out – to provide support information. That’s it. We don’t share it or sell it, and we don’t spam you. Feel free to read our entire privacy policy if you want to know more.