Analyste Comptable en Management H/F

Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one, collaborative money management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be ‘on the money'.

Our Account Protection team is growing and we’re looking for an Account Protection Specialist who thrives on championing the success of small businesses. This pivotal role is designed to effectively manage compliance-related cases and bridge the gap between our CX and Risk teams. You'll receive specialized training to handle high-risk phone and email escalations, ensuring your responses are timely, knowledgeable, and empathetic.

Joining Relay means an opportunity to make a huge impact in building solutions with the potential to reach 29 million small businesses across North America. If you thrive on growth and solving real customer problems, we want to hear from you!

Working hours are Monday to Friday from 9:30 am - 5:30 pm ET . We are looking for people who have flexibility and are open to working Canada/US statutory holidays.

Deliver exceptional customer service to small business owners navigating challenging banking situations, including fraud detection, transaction monitoring, account freezes, and account closures, while responding to customer needs and recommending appropriate solutions when fraud is identified

Review and make risk-based decisions on transactions using internal tools and third-party systems, managing a high volume of cases within service level agreements and clearly documenting decision rationale with supporting evidence

Swiftly identify, investigate, and secure accounts impacted by account takeovers (ATOs), taking prompt action to protect customers and prevent further risk

Identify and escalate through appropriate channels for items requiring risk review, exception handling or further analysis

Proactively identify gaps or inefficiencies in workflows, recommending tooling improvements or procedural updates to strengthen fraud detection and risk mitigation

Collaborate across teams to surface trends, share insights, and support continuous improvements in risk management strategy

You have 2+ years of customer experience or customer support role handling phone and email escalations

You have a working knowledge of risk operations, fraud prevention methods, and risk management principles

You have deep empathy for customers and exceptional verbal and written communication skills, allowing you to navigate sensitive conversations with clarity while balancing a resourceful and direct approach

You’re eager to learn, open to feedback, and able to zoom out to understand how your work impacts customers, teammates, and the broader business

Bonus Points

You have experience working with customer support tools or ticketing systems (Zendesk or similar)

You have familiarity with SQL and Excel, particularly for reporting or data analysis

You are proficient in Spanish

Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.

We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.

Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.

Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.

Hybrid work environment: we value meaningful collaboration and connection at our Toronto office three times a week, with lunch, snacks, and beverages on us.

Dog-friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.

Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.

Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities with industry leaders.

Stage 1: A 30-minute Google Meets video call with a member of our Talent team

Stage 2: A 45 minute Google Meets video call with our Account Protection Lead

Stage 3: Stage 4: A take-home case study followed by a 60-minute presentation to members of our Risk team

If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering.

You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward.

At Relay, everything we do is in service of our mission to help small businesses thrive. We’re driving real change for small business owners, powered by truly remarkable people. At Relay, you’ll find the confidence to take chances, trust to take initiative, and the support you need to build a career you love. Here, we make sure every team member feels empowered to make big decisions, encourage to ask tough questions, and challenged to take risks that result in work we’re all proud of. Research shows that women-identifying and other marginalized individuals often apply only if they meet 100% of the qualifications. At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We will work with applicants to provide accommodations at any stage of the hiring process.