Account Recovery Specialist

The Account Recovery Specialist will assist customers in securely regaining access to their accounts. This role emphasizes identity verification, case resolution, and strict adherence to data security and compliance standards. The ideal candidate is detail-oriented, analytical, and committed to providing a seamless recovery experience.

Roles and Responsibilities

Review cases in the workflow following Standard Operating Procedures (SOPs).

Validate customer details, including name, registered email, and account usage patterns.

Identify and verify the cause of account lockouts, such as:

Enabling Two-Factor Authentication (2FA)

Cookie or login verification issues

Ownership changes or account recovery requests

After completing mandatory checks, initiate standardized communication to facilitate account activation or upscale cases to a compliance analyst as needed.

Ensure all actions comply with SOPs, client policies, and data security regulations.

Meet process KPIs, including Average Handling Time (AHT), quality standards, and compliance adherence.

Qualifications

0–2 years of experience, preferably in BPO/BPS environments.

Strong verbal and written communication skills.

Ability to manage sensitive customer data with the highest level of confidentiality.

Comfortable navigating multiple systems and tools efficiently.

Strong analytical and problem-solving skills.

Exceptional attention to detail and accuracy.

Highly motivated and eager to learn.

#J-18808-Ljbffr