Account Protection Specialist

Account Protection Specialist Jersey City, NJ; Salt Lake City, UT About Bluevine Bluevine is the largest small business banking platform in the U.S., redefining how entrepreneurs manage their money. We create modern financial solutions, from checking and lending to payments and beyond, designed to help small business owners grow, thrive, and take control of their financial future. Our best-in-class technology, advanced security, and deep understanding of the small business community give our customers the confidence to focus on what they do best. Since 2013, we’ve supported more than 750,000 small businesses nationwide. Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, our 500+ person global team shares one mission: to give small businesses the financial tools they need to succeed. We’re innovators driven by big ideas, collaboration, and real impact. Here, you’ll have the freedom to take ownership, grow your career, and make a difference for small business owners across America. Ready to shape what’s next? 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 Benefits & Perks (US Based ONLY) 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 #LI-Hybrid