Risk CX Specialist - FinCrime & Fintech Support

Mercury; New York (NY); Hybrid; USD 59.000 - 72.000; Vollzeit

Zusammenfassung

Mercury is seeking a Customer Support Specialist - Risk to be the frontline in handling risk-related customer inquiries. You will work across AML, Fraud, Onboarding, and other Risk teams to provide accurate, empathetic support during sensitive reviews and actions.

You will ensure smooth handoffs, communicate clearly with customers, and stay current with evolving Risk processes, all while prioritizing a seamless customer experience.

Qualifikationen

• 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 how they intersect with customer experience.
• Foundational understanding of what “risk” means 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 Mercury’s Risk teams, or an ability to learn them quickly.
• A customer-first mindset, especially when supporting risk or compliance-driven processes.

Aufgaben

• 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
• Handle updates to legal, physical, or residential addresses and related requests
• Check disbursement or reissuance requests
• Process business structure changes (e.g., incorporation status, beneficial ownership updates, DBA or legal name changes, EIN corrections)
• Collaborate with internal Risk teams to ensure smooth handoffs and accurate communication
• Act as the primary internal contact for Risk-related updates that may affect Support workflows
• Escalate issues to Customer Support when questions arise related to Risk
• Stay updated on Risk process changes to ensure accurate, efficient support
• Advocate for customers by feeding feedback into product and process improvements within Risk
• Work day-to-day with accuracy, empathy, and timely communications

Kenntnisse

Customer operations

AML & risk knowledge

Empathy in communications

Clear explanations

Organizational skills

Independent and collaborative

Mercury risk understanding

Jobbeschreibung

Mercury is seeking a Customer Support Specialist - Risk to be the frontline in handling risk-related customer inquiries. You will work across AML, Fraud, Onboarding, and other Risk teams to provide accurate, empathetic support during sensitive reviews and actions.

You will ensure smooth handoffs, communicate clearly with customers, and stay current with evolving Risk processes, all while prioritizing a seamless customer experience.