Hybrid Account Protection Analyst

at Relay

• Job title: Account Protection Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, Toronto, Canada

About the role

• Account Protection Analyst handling compliance-related cases for small business financials. Growing the impact on small business owners through effective risk management and customer service.

Responsibilities

• 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

Requirements

• 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
• Bonus Points: 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

Benefits

• 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 Accounts and medical, dental, and vision coverage for you and your dependents.
• Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
• Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.
• Hybrid work environment: we value meaningful collaboration and connection at our Toronto office three times a week, with lunch, snacks, and beverages on us.
• Dog-friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
• Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
• Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
• Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities.