Customer Support Specialist – Risk

🔥 14 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $53.1k - $71.6k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Mercury

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

💳 Fintech

🏦 Banking

☁️ SaaS

Fintech • Banking • SaaS

Mercury is a software-driven fintech that provides business and personal banking products built for startups and small to mid-size companies. Its platform offers business checking and savings, Treasury products, business credit cards and spend management, payments and invoicing, accounting integrations and AI-powered automations, plus APIs and developer tools. Mercury partners with FDIC-insured banks to offer deposit protection, emphasizes virtual cards, granular spend controls, and workflow automations for teams, agencies, ecommerce brands, VC funds, and crypto businesses. The product is positioned as an all-in-one banking and finance platform delivered through a modern app and API.

📋 Description

• Serve as the first point of contact for customers impacted by risk actions, including account restrictions, closures, or reviews • Manage inbound email inquiries about account restrictions or closures initiated by Risk • Handle legal, physical, or residential address updates • Process check disbursement or reissuance requests • Handle business structure changes, including incorporation status, beneficial ownership, DBA or legal name changes, and EIN corrections • Collaborate with AML, Fraud, Sanctions, Onboarding, ODD, Risk UX, and other internal Risk teams • Act as the primary internal point of contact for Risk teams when updates or process changes affect Customer Support workflows • Act as the first escalation point for Customer Support questions or issues related to Risk • Stay current on Risk process and procedural changes • Connect customer feedback and experience patterns to Risk product and process improvement opportunities • Prioritize accuracy, empathy, and timeliness in daily operational work

🎯 Requirements

• 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 intersect with customer experience • Foundational understanding of risk 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 • Customer-experience-first mindset when supporting risk or compliance-driven processes

🏖️ Benefits

• Base salary • Equity (stock options/RSUs) • Benefits • Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs