Q: Who is Sterling Identity?
Sterling Identity, a First Advantage company, has been an approved vendor since 2017. With a network of hundreds of participating centers across the United States, Sterling Identity provides biometric and identity verification services on behalf of our customers. All participating centers are provided with industry leading technology that delivers convenient, secure and fast results.
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. Sterling Identity partners with a wide range of clients all over the United States and continues to expand. These clients require daily fingerprinting and identity verification for individuals nationwide. When a center adds a Sterling Identity Network kiosk to their center, this introduces another revenue stream. 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. As a result, centers will receive an influx of customers at no additional costs or marketing expenses.
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 and in person identity verification services, 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 a fingerprint submission 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 sterlingidentity@fadv.com, or (3) call 844.787.3431.
Q: What equipment is needed for the program?
If selected to join the program, the center will receive a fully equipped biometric kiosk at no cost as long as they participate in the program. The kiosk will include a built-in cellular connection, eliminating the need to connect to the Wi-Fi. No additional software or hardware is required to operate the kiosk. Once the kiosk has been plugged in and powered on, it is immediately ready for use and training. In the event the connectivity is unstable, Sterling Identity will provide an external cellular modem referred as the SCU (Secure Connectivity Unit) at no additional cost.
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 so services are quick and readily available for customers. 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. 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: How do I clean and maintain the kiosk?
When Sterling Identity ships the kiosk to your center, it will include a cleaning kit. The cleaning kit contains a water bottle, BZK wipes (used to clean and sanitize the scanner) and microfiber cloths for drying the scanner. Clean the scanner thoroughly before every customer. This will help ensure good quality fingerprints are captured. Please avoid using harsh chemicals on the kiosk, as they may cause damage. Sterling Identity support is available if more supplies are required.
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, tap the “?” icon on the Sterling Identity Network kiosk home screen to view your training options. 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.
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