Account Protection Specialist

About the role

The Fraud Servicing team at Bluevine is dedicated to identifying and mitigating potential fraud. The Account Protection Specialist acts as the subject matter expert for all Bluevine's products, handling the day-to-day intake and research of high risk transactions, complex issue resolution, and ensuring the customer experience remains strong.

Responsibilities

• Investigate and resolve potential fraud concerns and/or high-risk transactions/activities originating 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.
• Cook up 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.

Requirements

• 2+ years of Customer Support experience including customer-facing experience.
• 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.
• A distraction-free work from home environment that has reliable internet access - 100 mbps.

Qualifications

• Must meet eligibility criteria for the position.

Skills

• Excellent problem-solving and critical thinking skills.
• Ability to prioritize tasks and manage time effectively.
• Strong attention to detail and ability to handle sensitive information securely.
• Effective communication and interpersonal skills.
• Knowledge of fraud prevention strategies and techniques.

Benefits & Perks

• Excellent health coverage and life insurance benefits.
• 401K with an immediate 3% company match.
• PTO, Company Holidays, and Flexible Holidays.
• Company-sponsored Mental Health Benefits, including 1:1 therapy.
• Over $1,000 each year to spend on your personal wellness.
• Monthly WFH stipends totaling over $1,000 annually.
• Generous, paid parental leave covering up to 20 weeks of leave for birthing parents and up to 12 weeks of leave for all other parents.
• Access to financial coaches and education sessions.
• Weekly catered lunches and fully stocked kitchen pantries.
• Community-based volunteering opportunities.