Account Protection Specialist

About the Role

Our Fraud Servicing team is dedicated to protecting Bluevine and our customers by identifying and mitigating potential fraud. As a subject matter expert across all Bluevine products, you will handle the day-to-day intake and investigation of high-risk transactions, resolve complex issues, and relentlessly pursue ways to both prevent fraud and enhance the customer experience.

In this role, you’ll partner with leadership, peers, and cross-functional stakeholders to quickly and effectively address potential fraud concerns and high risk transactions. You will be expected to take swift action, escalate issues when needed, and identify emerging trends—proactively recommending improvements that minimize risk exposure. You’ll also have the opportunity to analyze transaction patterns and collaborate across teams to implement solutions that strengthen fraud prevention while creating a safer, smoother experience for our customers.

What You’ll Do:

• Manage case queues to investigate and resolve potential fraud concerns and high-risk transactions across multiple channels (phone, email, chat, and social media); collaborate with Security Operations, Backoffice Risk, and banking partners to strengthen fraud prevention.
• Serve as a subject matter expert on fraud and high-risk transactions, supporting all lines of business (LOBs) and expanding expertise through peer knowledge sharing.
• Deliver exceptional customer service by owning cases end-to-end—collaborating with internal partners and ensuring timely, effective resolution.
• Handle all high-risk cases with urgency, consistently meeting or exceeding service-level agreements (SLAs).
• Partner with customers, business partners, and leadership to resolve concerns while recommending product or process improvements to mitigate future fraud risks.
• Collaborate with cross-functional risk teams to reduce fraud incidents, including Account Takeovers (ATO), social engineering, and other red flags.
• Work independently to manage multiple projects with shifting priorities.
• Support initiatives and special projects as assigned by leadership.
• Meet regularly with your leader and team to share trends, address customer concerns, and track progress toward department goals.

What We Look For:

• Minimum 2+ years of customer support experience, including direct client-facing interactions.
• Must be 18 years of age or older and able to meet all job requirements.
• High school diploma or GED required.
• Excellent written and verbal communication skills.
• Ability to follow a defined work schedule: shifts assigned between 8:00 AM – 8:00 PM ET, Monday through Friday.
• Compliance with hybrid work policy: 2 days in-office, 3 days remote each week.
• Dedicated, distraction-free home workspace with reliable internet (minimum speed of 100 Mbps).

Pay rate will be up to $23/Hour DOE