Account Protection Specialist (Remote)

Why join us
Brex is reimagining financial systems so every growing company can realize its full potential. As the financial OS, we’re building software and services in one place—disrupting long-entrenched institutions with products and experiences that better serve the ambitions of our customers.

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 Brex
The Operations team is the bridge between our product and our customers. Our priority is to keep our customers happy and their businesses protected while delivering vital information back to our internal teams. We work cross-functionally with Risk, Underwriting, Fraud, Servicing, CX, Compliance, and Legal to allow Brex to scale efficiently, all while keeping quality top of mind. 

What you’ll do
You will be part of the growing Brex team to solve risk problems with some of the industry’s brightest minds. The 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 

• Accessing systems and documenting steps taken to efficiently service the customer
• Determine action required based on established procedures to protect account assets; work with management on handling more complex cases
• Assess and triage various fraud scenarios and escalate to cross-functional partners for investigation and remediation
• 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
• Adherence to regulatory and legal requirements
• Ability to extract and present data
• Work effectively through email, phone, and chat channels

Requirements 

• 1-2 years of relevant experience
• Well-versed in customer experience, operations, and risk management 
• Fraud prevention experience and familiarity with Account Takeovers (ATOs), common consumer scams and other fraud typologies
• 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

• 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 for fraud support