Account Protection Specialist

Account Protection Specialist

Requirements

• Well-versed in customer experience, operations, and risk management
• Fraud prevention experience
• Excellent verbal, written, and interpersonal communication skills
• Proactive and ability to multi-task in a fast-paced environment
• Experience in Microsoft Office/Google Apps

Responsibilities

• Access systems and document steps taken to efficiently service the customer
• Determine action required based on established procedures to protect the assets; work with management on handling more complex cases
• 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
• Adhere to regulatory and legal requirements
• Be able to extract and present data
• Work effectively through email, phone, and chat channels

Preferred Qualifications

• 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 in fraud support