Account Protection Specialist

Account Protection at Brex

Our priority is to keep customers happy and their businesses protected while communicating vital information to internal teams. We help manage Brex’s risk exposures, partnering cross-functionally with Risk and Credit teams, Compliance, Data, and Engineering to help Brex scale efficiently without compromising quality.

What you’ll do

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.

Responsibilities

• 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.
• Partner effectively across teams to resolve complex issues and escalated situations.
• Contribute to projects and initiatives that reduce fraud-related complaints and create a more seamless customer and fraud-support experience.
• Adhere to applicable regulatory, legal, and internal policy requirements.
• Extract, analyze, and clearly present operational data.
• Work effectively across email, phone, and chat support channels.

Requirements

• Experience in customer experience, operations, and risk management.
• Experience in fraud prevention, account protection, or financial-crime operations.
• Excellent verbal, written, and interpersonal communication skills.
• Sound judgment, strong attention to detail, and the ability to make consistent decisions using established procedures.
• Proactive approach and ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office and Google Workspace.
• Availability to work assigned shifts between 6:00 a.m. and 5:00 p.m. PT.

Bonus points

• Experience in financial services, fintech, Big Four, accounting, or a related financial services environment.
• Experience in dispute resolution.
• Experience using Salesforce or comparable case-management tools.
• Extensive client-facing experience, particularly in fraud-support environments.
• Experience evaluating identity-verification or financial documentation.

Compensation

The expected pay range for this role is $28.00–$30.00 CAD per hour. Starting hourly pay depends on factors including the candidate’s location, skills, experience, market demand, and internal pay parity.

This range reflects a standard work week. As an hourly employee, you will be eligible for overtime pay when applicable. Depending on the position offered, equity and other forms of compensation may be provided as part of the total compensation package.