Account Security Validation Specialist - Temporary/Virtual

About this role

Our Story

At Alight, we believe a company's success starts with its people. Alight embraces values that come directly from our people - purposeful, human, united and growth-minded - reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.

Our Benefits

With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities - all within a thriving global organization.

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 6 years in a row.

Great Place to Work

Thanks to the work of every colleague, Alight has received multiple awards of recognition including "Great Place to Work" for the past 7 years and Fortune's "Best Companies to Work For." To learn more about our company culture and awards Click Here.

We invite you to join our team! Learn more at careers.alight.com .

This role supports services provided to the federal government or federal government contractor and therefore requires US Citizenship. Proof of citizenship status will be required at time of hire

This is a temporary position with an anticipated duration of three months.

Position Summary

The Bank Account Verification Specialist supports customers through bank account and identity verification while helping protect customer accounts from unauthorized activity and fraud.

In this role, you will review bank account verification results, guide customers through identity verification when additional authentication is required, identify discrepancies or concerns, and determine the appropriate next step based on established procedures.

This position requires telephone customer service experience, communication skills, attention to detail, and the ability to handle sensitive conversations, follow established procedures, and recognize when information requires additional review.

Key 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.

• Apply strong listening skills to 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.

Required Qualifications

• Minimum of 3 years of telephone-based customer service experience, preferably in a high-volume, complex, or regulated customer environment.

• Efficient listening and questioning skills with the ability to identify discrepancies or information requiring additional 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.

• Comfortable navigating multiple systems while communicating with customers.

• 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.

Skills for Success

• Critical listening and attention to detail

• Investigative and analytical thinking

• Customer-focused communication

• Sound judgment and decision-making

• Fraud and security awareness

• Ability to follow detailed procedures

• De-escalation and problem-solving skills

• Accurate documentation and case management

• Ability to remain neutral and professional during sensitive interactions

Application and Interview

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified…