Account Protection Analyst

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses.

Our Account Protection team is growing and we’re looking for an Account Protection Specialist who thrives on championing the success of small businesses. This pivotal role is designed to effectively manage compliance-related cases and bridge the gap between our CX and Risk teams. You'll receive specialized training to handle high-risk phone and email escalations, ensuring your responses are timely, knowledgeable, and empathetic.

Joining Relay means an opportunity to make a huge impact in building solutions with the potential to reach 29 million small businesses across North America. If you thrive on growth and solving real customer problems, we want to hear from you!

Please note:

Working hours are Monday to Friday from 9:30 am - 5:30 pm ET. We are looking for people who have flexibility and are open to working Canada/US statutory holidays.

• Deliver exceptional customer service to small business owners navigating challenging banking situations, including fraud detection, transaction monitoring, account freezes, and account closures, while responding to customer needs and recommending appropriate solutions when fraud is identified
• Review and make risk-based decisions on transactions using internal tools and third-party systems, managing a high volume of cases within service level agreements and clearly documenting decision rationale with supporting evidence
• Swiftly identify, investigate, and secure accounts impacted by account takeovers (ATOs), taking prompt action to protect customers and prevent further risk
• Identify and escalate through appropriate channels for items requiring risk review, exception handling or further analysis
• Investigate unusual or suspicious activity with a curious and analytical mindset — connecting patterns, validating hypotheses, and escalating when needed
• Proactively identify gaps or inefficiencies in workflows, recommending tooling improvements or procedural updates to strengthen fraud detection and risk mitigation
• Collaborate across teams to surface trends, share insights, and support continuous improvements in risk management strategy

• You have 2+ years of customer experience or customer support role handling phone and email escalations
• You have a working knowledge of risk operations, fraud prevention methods, and risk management principles
• You have deep empathy for customers and exceptional verbal and written communication skills, allowing you to navigate sensitive conversations with clarity while balancing a resourceful and direct approach
• You are naturally curious with strong investigative instincts, motivated to understand the “why” behind problems and dig beneath the surface to uncover root causes
• You’re eager to learn, open to feedback, and able to zoom out to understand how your work impacts customers, teammates, and the broader business
• You are proactive and take initiative, anticipating needs, filling gaps, and approaching your work with a strong sense of ownership while improving inefficient or outdated tasks
• You have exceptional attention to detail and take pride in accuracy, especially when analyzing complex or high-stakes situations

• You have experience working with customer support tools or ticketing systems (Zendesk or similar)
• You have prior tech start-up experience or worked in a fast-paced environment
• You have familiarity with SQL and Excel, particularly for reporting or data analysis
• You are proficient in Spanish

• Competitive salary and meaningful equity:
  Relay employees are Relay owners, complete with equity and a competitive salary.
• Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending…