Account Protection Specialist

Why join us Brex is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, Brex enables founders and finance teams to accelerate operations, gain real-time visibility, and control spend effortlessly. Brex’s AI-native automation and world-class service eliminate manual expense and accounting tasks for customers so they can focus on what matters most. Tens of thousands of the world's best companies run on Brex, including DoorDash, Coinbase, Robinhood, Zoom, Plaid, Reddit, and SeatGeek. 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. 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