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.

What You’ll Be Doing

• 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

Who You Are

• 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

Our Commitment to You

• 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 with industry leaders.

The Interview Process

• Stage 1: A 30-minute Google Meets video call with a member of our Talent team

• Stage 2: A 45 minute Google Meets video call with our Account Protection Lead

• Stage 3: A 45-minute in person interview with a member of our leadership team

• Stage 4: A take-home case study followed by a 60-minute presentation to members of our Risk team

Why Relay Might Be the Perfect Fit For You

• You push relentlessly for reinvention: You’re built to constantly ask, “How can this be better?” Change excites you and you drive it. 

• You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering.

• You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks.

• You treat comfort as a red flag: You seek growth. When things feel too comfortable, you lean into change. You’re excited about stepping into the unknown and navigating new terrain to create something better alongside your team. 

• You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition and you let your work speak for itself. 

• You’re energized by complexity and ambiguity: You enjoy tackling problems that don’t come with a playbook. You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward.

• You seek out feedback: We value directness, clarity, and respect. We believe honesty fuels great work and career growth. You see feedback as a tool for learning and improvement, and you know that open, honest dialogue is key to achieving the best results — together.

• You’re here for more than a job: At Relay, everything we do is in service of our mission to help small businesses thrive. To drive impact and have purpose here, that mission must matter to you too.

Our Promise

We’re driving real change for small business owners, powered by truly remarkable people. At Relay, you’ll find the confidence to take chances, trust to take initiative, and the support you need to build a career you love. Here, we make sure every team member feels empowered to make big decisions, encourage to ask tough questions, and challenged to take risks that result in work we’re all proud of. We give you the baton–you run the Relay.

What’s Important to Us:

Research shows that women-identifying and other marginalized individuals often apply only if they meet 100% of the qualifications. But no one is a perfect match on paper. If this role excites you, we’d love to hear from you and figure out together if it’s a great fit.

At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and welcome people of diverse backgrounds, perspectives, and skills.

We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs.

Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful background check & employment verification through Certn.