Account Recovery Specialist

Job Description

The Account Recovery Specialist will support customers by helping them securely regain access to their accounts. This role focuses on identity verification, case resolution, and delivering exceptional customer experience while maintaining strict compliance with data security standards.

• SOP driven process to review cases received in workflow
• Initiate templatized email via workflow to activate customer
• Perform identity verification using client approved tools and protocols.
• Data validation & investigation through client approved tools
• Maintain accurate documentation of customer interactions and case notes.
• Follow SOPs, compliance guidelines, and client policies (e.g., data privacy, fraud controls).
• Meet process KPIs including AHT, Quality, CSAT, and Compliance adherence.
• Collaborate with team leads and SMEs for continuous improvement of workflow.

The Account Recovery Specialist will support customers by helping them securely regain access to their accounts. This role focuses on identity verification, case resolution, and delivering exceptional customer experience while maintaining strict compliance with data security standards.

• SOP driven process to review cases received in workflow
• Validate customer details (name, email , usage of account), validate reason for a/c lock (enable 2
  
  Factor authentication, cookie verification, changing ownership of an account)
• Initiate templatized email via workflow to activate customer
• Perform identity verification using client approved tools and protocols.
• Data validation & investigation through client approved tools
• Maintain accurate documentation of customer interactions and case notes.
• Follow SOPs, compliance guidelines, and client policies (e.g., data privacy, fraud controls).
• Meet process KPIs including AHT, Quality, CSAT, and Compliance adherence.
• Collaborate with team leads and SMEs for continuous improvement of workflow.

• 1–3 years of experience in customer service, or account recovery processes (BPO/BPS preferred).
• Strong communication skills (verbal and written).
• Ability to handle high-sensitivity customer data with confidentiality.
• Proficiency in navigating multiple systems and tools.
• Strong analytical and problem-solving skills.
• High attention to detail and accuracy.

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range: $38,000 - $40,000 per year

Diploma