Account Protection Specialist

Vancouver, British Columbia, Canada. Posted 2 months ago

The role

You will protect Brex and its customers from fraud, financial crime, and account takeover risk. You will manage customer communications related to fraud prevention and work with cross-functional teams to mitigate risk.

What you will do

Access systems and document actions taken to service customers.
Determine appropriate actions under established procedures to protect assets.
Communicate with customers, merchants, and financial institutions to obtain information.
Support cross-functional teams to ensure action is taken on high-risk accounts.
Speak with fraud victims using empathetic talking points.
Review and assess the validity of customer documentation.
Place and receive calls escalated by cross-functional teams or team leads.
Partner across teams to resolve complex issues and escalated situations.
Contribute to projects that reduce fraud-related complaints.
Adhere to regulatory, legal, and internal policy requirements.

Required qualifications

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 and strong attention to detail.
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.

Benefits

Overtime pay when applicable.

About the company

Brex is an intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. It combines global corporate cards and banking with spend management, bill pay, and travel software.