Account Recovery Specialist

Account Recovery Specialist

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 ID, usage of account), validate reason for a/c lock (enable 2Factor 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.

13 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.

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