Who you are
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
What the job involves
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
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
Benefits
Health, dental, & vision
12+ weeks of paid parental leave
$600 USD custom WFH equipment setup
Unlimited vacation policy (with a mandatory minimum)
Annual $1K learning & development budget
Paid 6-week sabbatical after the 5-year mark
Weekly $100 food budget
Monthly $100 wellness budget
Monthly $50 cellphone reimbursement
Pet-friendly offices with free tea and beverages, plus lunch and snacks
Unlimited vacation policy (with a mandatory minimum)
Retirement matching up to 4% of base salary (401K/RRSP)
Inclusive fertility, hormonal health, and family-forming benefits through Carrot Fertility