Specialty
Languages and tools
The role
Mercury, a fintech serving startups and small businesses, is hiring a Customer Support Specialist for risk-related customer cases. The specialist is the first contact for customers affected by account restrictions or closures and works with the AML, Fraud, Sanctions and Onboarding teams. Pay is listed for US employees.
What you will do
- Act as first point of contact for customers affected by risk actions such as restrictions or closures
- Handle email inquiries on address updates, check reissuance and business structure changes
- Work with Risk teams on handoffs and accurate communication
- Be the internal contact for Risk on changes that affect support workflows
- Keep up with changes to Risk processes
- Pass customer feedback patterns to product and process teams
What they ask for
- 2+ years in a customer operations team, ideally in fintech or banking
- Understanding of how AML and risk functions work in financial institutions
- Ability to explain complex topics with empathy and precision
- Excellent English reading and writing
- Strong organization across multiple workstreams
- Comfortable working independently and with others
- Customer-first mindset on compliance-driven processes
What they offer
- Total rewards include base salary, equity (stock options or RSUs) and benefits
This is our own short reading of the posting. The full description, and anything that has changed since, is on Mercury's careers page behind the apply button.
