Account Protection Specialist

The shape of it

In the posting’s own words

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.

What it asks for · 7

• 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.

Also a plus

• 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.

What the job covers

• 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.

Tools and skills named

Words the posting leans on

• customer12×
• experience12×
• risk8×
• fraud7×
• account6×
• financial6×
• operations5×
• account protection3×
• actions3×
• appropriate3×
• complex3×
• documentation3×
• a.m2×
• account takeover2×
• assess2×
• credit2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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