Account Recovery Specialist

Tata Consultancy Services; Milford (OH); On-site; USD 38,000 - 40,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage

401K Plan

Certification & Training Reimbursement

Job summary

Tata Consultancy Services seeks an Account Recovery Specialist to help customers securely regain access to their accounts, focusing on identity verification, case resolution, and delivering exceptional service while upholding data security standards.

You will follow SOPs, validate details, and collaborate with team leads to meet KPIs such as AHT, quality, CSAT, and compliance, using client-approved tools to investigate and resolve recovery requests.

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.

Responsibilities

• SOP driven process to review cases in workflow.
• Validate customer details and reason for account lock.
• Initiate templated emails via workflow to activate customer.
• Perform identity verification using client approved tools and protocols.
• Data validation and investigation through client approved tools.
• Maintain accurate documentation of customer interactions and case notes.
• Follow SOPs, compliance guidelines, and client policies (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.

Skills

Communication

Analytical skills

Attention to detail

Data confidentiality

Systems navigation

Education

Diploma

Job description

Job Description

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
• 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.

Job Description

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.

• 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.

TCS Employee Benefits Summary

• 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

Qualifications:

Diploma