Account Representative Customer Service

The Operations team is the bridge between our products and our customers. Our priority is to keep our customers happy and their businesses protected, while communicating vital information to our internal teams. We are responsible for underwriting all of our customers, while simultaneously managing Brex’s risk exposures. We work cross-functionally with the Risk, Compliance, Data, and Engineering teams to allow Brex to scale efficiently, keeping quality top of mind.
You will be part of the growing Brex team to solve risk problems with some of the industry’s brightest minds. The ideal candidate will have knowledge of B2B communications with an emphasis in KYC and fraud operations, terms of service adherence, enhanced ID verifications, regulatory and reputational risk evaluation, and ATO mitigation, while providing a positive customer experience. In your role, you will be responsible for driving customer communications that involve fraud and financial crimes prevention with an emphasis on customer experience.
Access systems and document steps taken to efficiently service the customer
Determine action required based on established procedures to protect the assets; 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
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
Well-versed in customer experience, operations, and risk management
Fraud prevention experience
Experience in Microsoft Office/Google Apps
Bonus points

Experience in Salesforce
Extensive client-facing experience and experience in fraud support
The expected pay range for this role is $28.00 CAD - $30.00 CAD per hour. However, the starting hourly pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. This pay range reflects a standard work week, however, as an hourly employee if you exceed these hours, you will be paid overtime. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.