Account Recovery Specialist

About the role

The Account Recovery Specialist supports customers by helping them regain access to their accounts through identity verification, case resolution, and delivering exceptional customer experience while maintaining strict compliance with data security standards.

Responsibilities

• 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
• 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

Requirements

• 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

Qualifications

• Diploma

Skills

• Customer Service
• Account Recovery Processes
• Identity Verification
• Data Validation
• Compliance
• Communication
• Data Privacy
• Fraud Controls
• Navigating Systems
• Problem Solving
• Attention to Detail

Benefits

• TCS Employee Benefits Summary

Pay

$38,000 - $40,000 per year

Schedule

N/A