Note: The job is a remote job and is open to candidates in USA. Mercury is building a complete finance stack for startups and small businesses, with a focus on seamless, empathetic, and efficient customer experiences in risk and compliance. The Customer Support Specialist - Risk manages customer communications and operational tasks related to risk processes, collaborating with AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX teams to provide accurate and thoughtful support.
Responsibilities
- 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
Skills
- 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
Benefits
- Equity (stock options/RSUs)
Company Overview