# Account Protection Specialist

**Company:** [Brex](https://hotfix.jobs/companies/brex)
**Location:** Remote
**Role:** Customer Support
**Salary:** CA$58k – CA$62k/yr
**Skills:** Fraud Prevention, Account Protection, Financial Crime, Kyc, Identity Verification, Risk Management, Microsoft Office, Google Workspace, Salesforce, Case Management, Dispute Resolution, Data Analysis
**Posted:** 2026-09-10

> 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.

## Job Description

## 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.

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