As a member of the Account Protection Team within Risk and Credit, you will help protect Brex and its customers from fraud, financial crime, and account takeover risk. You will solve complex risk problems alongside a high-performing team while delivering a thoughtful, clear, and customer-centered experience.

The ideal candidate has experience with B2B customer communications and fraud operations, including KYC, terms-of-service adherence, enhanced identity verification, regulatory and reputational risk evaluation, and account takeover mitigation. You will own customer communications related to fraud and financial crime prevention, balancing risk mitigation with a strong customer experience.

This team operates between 6:00 a.m. and 5:00 p.m. PT. Candidates must be available to work scheduled hours within this coverage window.

Where you’ll work

This role will be fully remote and based in Vancouver. There will be some in-person training required in our Vancouver office.

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 cross-functional teams, including CX, Fraud Operations, KYC, and Cash Operations, to ensure appropriate action is taken on high-risk accounts.

Speak with fraud victims using appropriate, empathetic talking points while safeguarding both the customer and Brex.

Review and assess the validity of customer documentation.

Place and receive calls escalated by cross-functional teams or team leads.

Account Protection Specialist

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Brex

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