Customer Support Specialist – Risk

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Act as the initial point of contact for customers affected by risk-related actions, such as account restrictions, closures, or reviews.

• Manage incoming email inquiries regarding account restrictions or closures initiated by the Risk team.

• Facilitate updates to legal, physical, or residential addresses.

• Process requests for check disbursement or reissuance.

• Manage changes in business structure, including incorporation status, beneficial ownership, DBA or legal name changes, and EIN corrections.

• Collaborate with teams in AML, Fraud, Sanctions, Onboarding, ODD, Risk UX, and various internal Risk departments.

• Serve as the primary internal contact for Risk teams when updates or changes in processes affect Customer Support operations.

• Function as the first escalation point for Customer Support inquiries or issues related to Risk.

• Remain updated on changes in Risk processes and procedures.

• Link customer feedback and experience patterns to opportunities for product and process enhancements in Risk.

• Emphasize accuracy, empathy, and promptness in daily operational tasks.

⛳️ Requirements

• Minimum of 2 years of experience in a customer operations role, preferably within fintech or banking.

• Comprehensive understanding of how AML and risk functions operate within financial institutions and their intersection with customer experience.

• Foundational knowledge of risk in a fintech environment and an understanding of how Risk teams collaborate to mitigate and manage risk.

• Ability to articulate complex subjects to customers with empathy and clarity.

• Excellent proficiency in English reading and writing; extremely comfortable managing written communications in sensitive situations.

• Strong organizational abilities with the capacity to handle multiple operational workstreams and priorities.

• Self-driven and adept at working both independently and as part of a team.

• Thorough understanding of the internal structure and responsibilities of Mercury’s Risk teams, or a willingness to learn swiftly.

• Customer-experience-first approach when assisting with risk or compliance-driven processes.

🏝️ Benefits

• Competitive base salary.

• Equity in the form of stock options or RSUs.

• Comprehensive benefits package.

• Reasonable accommodations available throughout the recruitment process for applicants with disabilities or special needs.