Account Protection Specialist

Summary

Join Brex, an AI-powered spend platform, and become part of a growing team dedicated to solving risk problems. As a key member of the Operations team, you will bridge the gap between our products and customers, ensuring their satisfaction and business protection. This fully remote role, based in Salt Lake City, requires expertise in B2B communications, KYC, fraud operations, and regulatory risk evaluation. You will drive customer communications related to fraud prevention, while maintaining a positive customer experience. The position involves collaborating with cross-functional teams and adhering to regulatory requirements. Compensation includes an hourly rate with potential for overtime pay, and depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.

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

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

Preferred Qualifications

• 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

Benefits

• The expected pay range for this role is $238.00 USD - $29.00 USD 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