FinCrime CX Support Specialist

Quiet Capital; California (MO); On-site; USD 53,000 - 72,000; Full time

Job summary

Mercury is building a complete finance stack for startups and is seeking a Customer Support Specialist - Risk to join the Risk team. You’ll handle inbound risk-related inquiries and work with AML, Fraud, Sanctions, Onboarding, and Risk UX to ensure accurate, empathetic responses to customers.

The role emphasizes day-to-day operations, collaboration, and customer advocacy, with a focus on maintaining excellent customer experience in sensitive risk scenarios.

Qualifications

• 2+ years in a customer operations team, fintech or banking preferred.
• Understanding of AML and risk functions in financial institutions.
• Clear, empathetic written communication skills.
• Ability to explain complex topics clearly to customers.
• Strong organizational skills to manage multiple workstreams.
• Self-motivated, able to work independently or with a team.
• Ability to learn Mercury's Risk structure quickly.
• Customer-experience first mindset in risk processes.

Responsibilities

• Serve as the first point of contact for customers affected by risk actions (restrictions, closures, reviews).
• Coordinate inbound inquiries related to risk actions, updates, and disbursement or ownership changes.
• Collaborate with AML, Fraud, Sanctions, Onboarding, ODD, Risk UX for smooth handoffs.
• Serve as internal point of contact for Risk updates impacting CS workflows.
• Act as first escalation point for CS questions related to Risk.
• Stay updated on Risk process changes to ensure accurate support.
• Advocate for customers by feeding feedback to product/process improvements within Risk.

Skills

Customer operations

AML & risk understanding

Clear communication

English proficiency

Organizational skills

Independent & collaborative

Learning risk org quickly

Customer-centric mindset

Job description

Mercury is building a complete finance stack for startups and is seeking a Customer Support Specialist - Risk to join the Risk team. You’ll handle inbound risk-related inquiries and work with AML, Fraud, Sanctions, Onboarding, and Risk UX to ensure accurate, empathetic responses to customers.

The role emphasizes day-to-day operations, collaboration, and customer advocacy, with a focus on maintaining excellent customer experience in sensitive risk scenarios.