Customer Service Representative
Covetus, Cincinnati, OH, United States
The Customer Service Representative will support customers by helping them securely regain access to their accounts. This role focuses on identity verification and case resolution while maintaining strict compliance with data security standards.
Responsibilities
Perform SOP driven review of cases received in workflow
Validate customer details including name, registered email ID, and account usage patterns
Verify the reason for account lockout such as ownership change or account recovery processes
After validating all mandatory checks, initiate a templatized communication via the workflow to proceed with customer account activation or elevate to a compliance analyst
Follow SOPs, compliance guidelines, and client policies
Meet process KPIs including AHT, Quality and Compliance adherence
Qualifications
0‑2 years of experience (BPO/BPS preferred)
Strong communication skills (verbal and written)
Ability to handle high‑sensitivity customer data with confidentiality
Proficiency in navigating different systems and tools
Strong analytical and problem‑solving skills
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Responsibilities
Perform SOP driven review of cases received in workflow
Validate customer details including name, registered email ID, and account usage patterns
Verify the reason for account lockout such as ownership change or account recovery processes
After validating all mandatory checks, initiate a templatized communication via the workflow to proceed with customer account activation or elevate to a compliance analyst
Follow SOPs, compliance guidelines, and client policies
Meet process KPIs including AHT, Quality and Compliance adherence
Qualifications
0‑2 years of experience (BPO/BPS preferred)
Strong communication skills (verbal and written)
Ability to handle high‑sensitivity customer data with confidentiality
Proficiency in navigating different systems and tools
Strong analytical and problem‑solving skills
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