Customer Support Specialist - Risk

Job description

Mercury is building a complete finance stack for startups. Since launching in 2019, we’ve grown to over 300,000 startups and small businesses around the world. As we continue to grow, ensuring a seamless, empathetic, and efficient customer experience, especially in areas touching risk and compliance, is more important than ever. As a Customer Support Specialist - Risk, you’ll be part of a team dedicated to managing customer interactions and operational tasks across key risk-related workstreams. You’ll collaborate with multiple Risk teams at Mercury, including AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX, to provide clear, thoughtful, and accurate support to customers impacted by risk-related decisions or processes. Your work is operational in nature, focused on handling inbound customer communications, managing requests efficiently, and ensuring that our customers have an excellent experience even in sensitive or complex situations. This is **a fincrime-oriented**, **CX-first operational support role** that connects the customer experience to Mercury’s internal risk infrastructure. ### **What You’ll Do** - Serve as the first point of contact for customers impacted by risk actions (e.g., account restrictions, closures, or other reviews) - Manage inbound email inquiries related to: - Account restrictions or closures initiated by Risk - Legal, physical, or residential address updates - Check disbursement or reissuance requests - Business structure changes (e.g., incorporation status, beneficial ownership updates, DBA or legal name changes, EIN corrections) - Collaborate with internal Risk teams (AML, Fraud, Sanctions, Onboarding, ODD, Risk UX, etc.) to ensure smooth process handoffs and accurate communication - Act as the primary **internal point of contact** for Risk teams when updates or process changes may impact Customer Support workflows - Likewise, act as the **first point of escalation** for Customer Support when questions or issues arise related to Risk - Stay up-to-date on process and procedural changes within Mercury’s Risk organization to ensure accurate, efficient support - Advocate for the customer by connecting customer feedback and experience patterns to product and process improvement opportunities within Risk - Work operationally day-to-day, prioritizing accuracy, empathy, and timeliness in all communications ### **What You’ll Bring** - 2+ years of experience in a customer operations team, ideally within fintech or banking\* - Strong understanding of how AML and risk functions operate within financial institutions, and how they intersect with customer experience - Foundational understanding of what “risk” means in a fintech context, and how Risk teams work together to mitigate and manage it - Ability to clearly explain complex topics to customers with empathy and precision - Excellent English reading and writing skills; highly comfortable handling written communications in a sensitive context - Strong organizational skills with the ability to manage multiple operational workstreams and priorities - Self-motivated and comfortable working both independently and collaboratively - Deep familiarity with the internal structure and remit of Mercury’s Risk teams, or an ability to learn them quickly - A mindset that centers on the **customer experience first**, even when supporting risk or compliance-driven processes *\*While we've received approvals from the OCC and FDIC, Mercury today is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.* Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. #LI-AS1 **Total Rewards** The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following**:** US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $58,900—$71,600 USD US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $53,100—$64,400 USD