Account Protection Specialist

About the Role:

Our Fraud Servicing team is passionate about identifying and mitigating potential fraud when working with customers and internal partners. You act as the subject matter expert for all Bluevine’s products and are responsible for the day-to-day intake and research of high risk transactions, complex issue resolution, and are relentless in mitigating fraud and improving the customer experience. In this role, you will work closely with your leadership, peers, and various key stakeholders across the organization to quickly and efficiently resolve potential fraud concerns and or high risk transactions. Members of this team will take quick action and raise concerns, identify trends and make suggestions that prevent or minimize risk exposure and or fraud events from occurring. You will have the chance to analyze transaction trends and collaborate with key stakeholders to recommend solutions that reduce our risk exposure and help improve the customer experience.

What You'll Do:

• Investigate and resolve potential fraud concerns and or high-risk transactions/activities that originate across multiple contact channels (phone, email, chat, and social media) as well as internal and external channels including Security Operations, Backoffice Risk, and our Banking Partners. 
• Act as the subject matter expert for fraud and high risk transactions for the Bluevine support teams, supporting all LOBs, and sharing this knowledge through peer-to-peer support 
• Deliver excellent customer service by taking ownership, supporting the contact from start to finish, partnering with appropriate internal teams, and following up with the optimal outcome
• Handle all high risk case work with a sense of urgency and ensure all service-level agreements are adhered to
• Collaborate with customers, business partners, and leadership to resolve customer concerns in addition to recommending product improvements to help mitigate future fraud concerns
• Work in conjunction with cross-functional risk teams to reduce instances of fraud including ATO, social engineering, and other red flags
• Work independently while balancing multiple projects with varying priority levels
• Coordinate various projects and initiatives as assigned by the leadership team
• Meet regularly with your leader and team to report on trends, resolve customer concerns, and ensure department goals are met

What We Look For:

• 2+ years of Customer Support experience including customer-facing experience or 1+ year of sustained performance at Bluevine meeting or exceeding established KPIs
• Candidates must be 18 years or older and adhere to all job requirements
• High school diploma or GED required
• Strong written and verbal communication skills 
• Adherence to a specific work schedule, as defined by management - shifts assignments are between 8AM-8PM ET Monday-Friday
• Adherence to our hybrid policy - In-office 2 days a week and at-home 3 days a week
• Distraction free work from home environment that has reliable internet access -100 mbps

New Hire Hourly Rate: $23/hr.