Account Protection Specialist
Protects customers and the company from fraud, financial crime, and account takeover by investigating high-risk accounts, evaluating documentation, and communicating with affected parties. Requires customer operations or risk experience, strong judgment, and excellent written and verbal communication.
About the job
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 CX, Fraud Operations, KYC, and Cash Operations teams on high-risk accounts.
- Speak with fraud victims using empathetic talking points while safeguarding customers and Brex.
- Review and assess the validity of customer documentation.
- Place and receive calls escalated by cross-functional teams or team leads.
- Resolve complex issues and escalated situations across teams.
- Contribute to initiatives that reduce fraud-related complaints and improve customer and fraud-support experiences.
- Follow regulatory, legal, and internal policy requirements.
- Extract, analyze, and present operational data.
- Work 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, attention to detail, and consistent decision-making using established procedures.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Proficiency with Microsoft Office and Google Workspace.
- Availability for assigned shifts between 6:00 a.m. and 5:00 p.m. PT.
Nice-to-haves
- Experience in financial services, fintech, Big Four, accounting, or a related financial-services environment.
- Dispute-resolution experience.
- Experience with Salesforce or comparable case-management tools.
- Extensive client-facing experience, particularly in fraud-support environments.
- Experience evaluating identity-verification or financial documentation.
Compensation
- CAD $28.00–$30.00 per hour, equivalent to CAD $58,240–$62,400 annually based on 2,080 hours.
- Overtime eligibility; equity and other compensation may be available depending on the position.
Skills
Fraud Prevention, Account Protection, Financial Crime, Kyc, Identity Verification, Risk Management, Microsoft Office, Google Workspace, Salesforce, Case Management, Dispute Resolution, Data Analysis
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