Account Protection Specialist

Job Overview

As an Account Protection Specialist at Brex, you will play a crucial role in protecting the company's customers from fraud, financial crime, and account takeover risk. You will work closely with cross-functional teams to deliver a thoughtful, clear, and customer-centered experience.

Responsibilities

• Access systems and document actions taken to service customers efficiently and accurately.
• Determine appropriate actions under established procedures to protect Brex and customer assets; partner with management on complex cases.
• Communicate professionally with customers, merchants, financial institutions, and other parties to obtain information or documentation needed to assess potential fraud.
• Support cross-functional teams, including CX, Fraud Operations, KYC, and Cash Operations, to ensure appropriate action is taken on high-risk accounts.
• Speak with fraud victims using appropriate, empathetic talking points while safeguarding both the customer and Brex.
• Review and assess the validity of customer documentation.
• Place and receive calls escalated by cross-functional teams or team leads.
• Partner effectively across teams to resolve complex issues and escalated situations.
• Contribute to projects and initiatives that reduce fraud-related complaints and create a more seamless customer and fraud-support experience.
• Adhere to applicable regulatory, legal, and internal policy requirements.
• Extract, analyze, and clearly present operational data.
• Work effectively across email, phone, and chat support channels.

Requirements

• Experience in customer experience, operations, and risk management.
• Experience in fraud prevention, account protection, or financial-crime operations.
• Excellent verbal, written, and interpersonal communication skills.
• Sound judgment, strong attention to detail, and the ability to make consistent decisions using established procedures.
• Proactive approach and ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office and Google Workspace.
• Availability to work assigned shifts between 6:00 a.m. and 5:00 p.m. PT.

Nice to Have

• Experience in financial services, fintech, Big Four, accounting, or a related financial services environment.
• Experience in dispute resolution.
• Experience using Salesforce or comparable case-management tools.
• Extensive client-facing experience, particularly in fraud-support environments.
• Experience evaluating identity-verification or financial documentation.

Compensation

The expected pay range for this role is $28.00–$30.00 CAD per hour.