Account Protection Specialist

4 weeks ago

Vancouver, British Columbia, Canada Brex Full time
About Brex

Brex is the AI-powered spend platform that helps companies spend with confidence. Our integrated corporate cards, banking, and global payments, plus intuitive software for travel and expenses, make it easy for businesses to manage their finances.

Operations at Brex

The Operations team is the bridge between our products and customers. Our priority is to keep customers happy and their businesses protected, while communicating vital information to internal teams. We work cross-functionally with the Risk, Compliance, Data, and Engineering teams to allow Brex to scale efficiently.

Job Summary

We are seeking a skilled Account Protection Specialist to join our growing team. As a key member of our Operations team, 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 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
Compensation

The expected pay range for this role is $28.00 CAD - $30.00 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.

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