Fintech Risk & CX Specialist

Mercury; San Francisco (CA); Hybrid; USD 59,000 - 72,000; Full time

Job summary

Mercury is building a complete finance stack for startups. As a Customer Support Specialist - Risk, you will be the frontline for customers impacted by risk actions, handling inbound inquiries and coordinating with AML, Fraud, Onboarding, and other Risk teams to ensure accurate, empathetic responses.

You’ll translate complex risk topics into clear customer communications while maintaining a CX-first approach, with a focus on accuracy, timeliness, and collaboration across Mercury’s Risk

Qualifications

• 2+ years in a customer operations role, fintech or banking preferred.
• Strong understanding of AML and risk within financial institutions.
• Ability to explain complex topics to customers with empathy and clarity.
• Excellent English reading and writing skills for sensitive communications.
• Must work well both independently and with teams.

Responsibilities

• Serve as the first point of contact for customers impacted by risk actions.
• Manage inbound email inquiries related to account restrictions, updates, and risk reviews.
• Collaborate with internal Risk teams to ensure smooth handoffs and accurate communication.
• Act as internal point of contact for Risk-related updates affecting CS workflows.
• Stay up-to-date on Risk process changes to ensure accurate, efficient support.
• Advocate for the customer by linking feedback to product/process improvements in Risk.
• Operate day-to-day with a focus on accuracy, empathy, and timeliness.

Skills

Customer operations

AML knowledge

Risk awareness

Empathy in communication

English proficiency

Organizational skills

Independent worker

Cross-functional collaboration

Job description

Mercury is building a complete finance stack for startups. As a Customer Support Specialist - Risk, you will be the frontline for customers impacted by risk actions, handling inbound inquiries and coordinating with AML, Fraud, Onboarding, and other Risk teams to ensure accurate, empathetic responses.

You’ll translate complex risk topics into clear customer communications while maintaining a CX-first approach, with a focus on accuracy, timeliness, and collaboration across Mercury’s Risk