Account Protection Specialist

Why join usBrex is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, Brex enables founders and finance teams to accelerate operations, gain real-time visibility, and control spend effortlessly. Brex’s AI-native automation and world-class service eliminate manual expense and accounting tasks for customers so they can focus on what matters most. Tens of thousands of the world's best companies run on Brex, including DoorDash, Coinbase, Robinhood, Zoom, Plaid, Reddit, and SeatGeek.Working at Brex allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We’re committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career.

Operations at BrexThe Operations team is the bridge between our products and our customers. Our priority is to keep our customers happy and their businesses protected, while communicating vital information to our internal teams. We are responsible for underwriting all of our customers, while simultaneously managing Brex’s risk exposures. We work cross-functionally with the Risk, Compliance, Data, and Engineering teams to allow Brex to scale efficiently, keeping quality top of mind.

What you’ll doYou will be part of the growing Brex team to solve risk problems with some of the industry’s brightest minds. The ideal candidate will have knowledge of B2B communications with an emphasis in KYC and fraud operations, terms of service adherence, enhanced ID verifications, regulatory and reputational risk evaluation, and ATO mitigation, while providing a positive customer experience. In your role, you will be responsible for driving customer communications that involve fraud and financial crimes prevention with an emphasis on customer experience. 

Responsibilities 

• Access systems and document steps taken to efficiently service the customer

• Determine action required based on established procedures to protect the assets; work with management on handling more complex cases

• Communicate in a professional manner with customers, merchants, financial institutions, and other personnel to request additional information and/or documentation to support a decision on whether fraudulent activity has occurred

• Provide support to cross-functional teams (CX, Fraud Operations, KYC, Cash Operations) to ensure appropriate steps are taken on high-risk accounts

• Speak with victims of fraud and provide appropriate talking points while ensuring both the victim and Brex are secured

• Review documentation and be able to assess the validity of those documents

• Place and/or take calls as escalated and requested by the cross-functional teams or team leaders

• Communicate effectively with cross-functional teams to work and resolve complex issues and escalated situations

• Participate in projects and initiatives such as, but not limited to: driving down fraud-related complaints and making the overall customer/fraud experience seamless

• Adhere to regulatory and legal requirements

• Be able to extract and present data

• Work effectively through email, phone, and chat channels

Requirements 

• Well-versed in customer experience, operations, and risk management 

• Fraud prevention experience

• Excellent verbal, written, and interpersonal communication skills

• Proactive and ability to multi-task in a fast-paced environment

• Experience in Microsoft Office/Google Apps

Bonus points

• Series 7 & 63 licensing 

• Experience in Financial Services, FinTech, Big 4, Accounting, or other financial experience

• Experience in dispute resolution

• Experience in Salesforce

• Extensive client-facing experience and experience in fraud support 

CompensationThe expected pay range for this role is $28.00 CAD

- $34.00 CAD per hour.  However, the starting hourly pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. This pay range reflects a standard work week, however, as an hourly employee if you exceed these hours, you will be paid overtime. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Brex recruiters will only reach out via LinkedIn or email with a brex.com domain. Any outreach claiming to be from Brex via other sources should be ignored.