Fintech Risk & Customer Support Specialist

Mercury; United States; Remote; USD 53,000 - 72,000; Full time

Job summary

Mercury is seeking a customer operations professional to serve as the first contact for customers affected by risk actions, manage inbound inquiries, and review disbursement or reissuance requests. You’ll handle business structure changes, and coordinate with risk teams to ensure smooth handoffs and clear communication.

You’ll be the main liaison for Risk updates that affect Customer Support workflows, escalate issues as needed, and advocate for the customer by feeding feedback into product and

Qualifications

• 2+ years 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.
• 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.

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
• Check disbursement or reissuance requests
• 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 Mercury7;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

Customer operations

AML / risk knowledge

Fintech/banking experience

Empathy & communication

Clear English writing

Organizational skills

Independent & collaborative

Mercury Risk structure familiarity

Job description

Mercury is seeking a customer operations professional to serve as the first contact for customers affected by risk actions, manage inbound inquiries, and review disbursement or reissuance requests. You’ll handle business structure changes, and coordinate with risk teams to ensure smooth handoffs and clear communication.

You’ll be the main liaison for Risk updates that affect Customer Support workflows, escalate issues as needed, and advocate for the customer by feeding feedback into product and