Account Security Validation Specialist - Temporary/Virtual

Alight•Virtual, IL

4d•$20 - $25•Remote

About The Position

The Account Security Validation Specialist supports customers with bank account and identity verification, helping protect accounts from unauthorized activity and fraud. The role reviews bank account verification results, guides customers through additional identity authentication when required, identifies discrepancies or concerns, and determines next steps according to established procedures. This position requires telephone customer service experience, strong communication and listening skills, attention to detail, and the ability to handle sensitive conversations professionally. The specialist must follow security and privacy procedures, accurately document interactions and decisions, navigate multiple systems while speaking with customers, and escalate concerns when additional review is needed. The position supports services provided to the federal government or a federal government contractor and therefore requires U.S. citizenship; proof of citizenship is required at hire. This is a temporary position with an anticipated duration of three months. The posting gives a pay range of $20.00 to $25.00 USD.

Requirements

At least 3 years of telephone-based customer service experience, preferably in a high-volume, complex, or regulated customer environment.
Efficient listening and questioning skills, including the ability to identify discrepancies or information requiring clarification.
Demonstrated ability to handle sensitive or challenging customer interactions professionally.
Attention to detail and ability to follow established procedures consistently.
Ability to exercise sound judgment and escalate concerns appropriately.
Ability to accurately document customer interactions and decisions.
Comfort navigating multiple systems while communicating with customers.
U.S. citizenship; proof of citizenship status is required at hire.

Nice To Haves

Experience in fraud prevention, financial services, banking, identity verification, investigations, benefits administration, or account security.
Experience working with identity or account-verification processes.
Familiarity with fraud-prevention concepts, social-engineering risks, or account security controls.
Experience supporting customers through additional authentication or security procedures.

Responsibilities

Review bank account additions or changes that require additional verification.
Evaluate verification results and follow established procedures to determine the appropriate next step.
Guide customers through enhanced identity-verification requirements when needed.
Ask open-ended and clarifying questions without leading customers toward specific answers.
Identify objective inconsistencies between customer-provided information, account information, verification results, and other authorized security indicators.
Recognize unusual, incomplete, contradictory, or inconsistent information and escalate concerns appropriately.
Explain security and verification requirements clearly while maintaining a positive customer experience.
Help de-escalate customer frustration when additional authentication or documentation is required.
Follow approved alternative verification processes when standard identity verification cannot be completed.
Accurately document verification results, customer-provided information, exceptions, decisions, and actions taken.
Navigate multiple systems while maintaining an active customer conversation.
Protect confidential customer, financial, authentication, and identity information.
Follow established fraud-prevention, security, privacy, and documentation procedures.