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Posted: 10/19/2026Account Recovery Team Manager
Newfold DigitalCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing account recovery operations, focusing on identity verification, ownership validation, and customer communication. Emphasizes analytical skills to monitor KPIs and improve processes while fostering a culture of accountability and customer empathy.
Highest-signal resume keywords
Account Recovery LeadershipIdentity VerificationPerformance ManagementOperational ExcellenceCustomer Communication
About the role
Key responsibilities & impact- Lead and develop the Account Recovery team
- Manage hiring, onboarding, performance management, and career growth
- Set expectations for productivity, quality, security judgment, and customer communication
- Provide one-on-one coaching and feedback using case reviews and performance data
- Build a culture of accuracy, accountability, and customer empathy
- Ensure identity verification, ownership validation, and account recovery procedures are followed securely
- Oversee staffing, workload distribution, queue health, case aging, and service levels
- Monitor operational KPIs including volume, resolution time, backlog, productivity, quality, and customer satisfaction
- Report team performance, risks, and trends to senior leadership and the business
- Use customer feedback and case outcomes to improve the recovery experience
- Identify process gaps, security risks, recurring customer issues, and operational improvement opportunities
- Partner with Security, Legal, Fraud, Compliance, and Customer Support leadership on escalations and process improvements
Requirements
What you’ll need- Exceptional communication skills via phone, email, and chat
- Customer-first leadership approach
- Collaborative teamwork and openness to feedback
- Urgency, accountability, and empathy in resolving customer concerns
- Highly analytical and detail-oriented
- Ability to review customer interactions, account history, and available resources thoroughly
- Ability to maintain open communication through chat, email, and collaboration channels
- Ability to uphold professionalism, ownership, and operational excellence
- Ability to lead account recovery, identity verification, ownership validation, and account security operations
Benefits
Comp & perks- Work-life balance
- Diversity and inclusion culture
- Belonging programs and learning and development opportunities
- 20+ affinity groups for networking and connection
- Health Insurance options
- HSA
- Medical insurance
- Dental insurance
- Vision insurance
- Matching 401K
- Life/AD&D/STD/LTD insurance
- Tuition Reimbursement
- Pet Insurance
- Generous vacation policy
- Mentoring and career growth opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account Recovery ProceduresOperational KPIs MonitoringPerformance Data AnalysisCase ReviewProcess Improvement
Soft Skills
Exceptional Communication SkillsCustomer-First LeadershipCollaborative TeamworkEmpathy in Customer ResolutionDetail-Oriented
Industry Keywords
Security RisksFraud PreventionComplianceCustomer SupportQueue Management