- 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.
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