Account Recovery Specialist

Overview
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.

Responsibilities

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

Qualifications

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

Benefits

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

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