Risk Operations Specialist

Watershed Ventures; Denver (CO); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Stock options

Remote in CO

Paid time off

401K matching

Job summary

Melio is seeking a Risk Operations Specialist to support frontline fraud decisioning and risk-related escalations. The role involves handling Zendesk-based communications, collaborating across squads, and assisting customers during account recovery calls, all while contributing to cross-functional initiatives.

Based in the US, this remote position emphasizes working within Colorado time zones and preserving KPI-driven performance.

Qualifications

• 1+ years of experience within risk, customer experience or payment operations.
• 1+ years experience working with Zendesk.
• Available to work between 10AM through 7PM MST, Monday through Friday.
• Experience maintaining personal and group KPIs related to capacity and quality.
• Excellent interpersonal, collaboration and communication skills.
• Demonstrated ability to proactively problem solve and be a top-notch team player.

Responsibilities

• Handle frontline fraud decisioning to support ongoing business needs.
• Manage escalations related to Risk decisioning through cross-functional collaboration.
• Complete Zendesk tickets and written communications related to end users, internal escalations, partnerships or live payments according to relevant prioritization.
• Communicate with customers via phone around account recovery efforts.
• Contribute to projects, collaborate with team members on squad tasks, and proactively drive new initiatives.

Skills

Risk management

Fraud decisioning

Customer experience

Payment operations

Tools

Zendesk

Job description

Risk Operations Specialist

Location: Remote (Must be location in Denver, CO)

A day in the life and how you’ll make an impact:

• Handle frontline fraud decisioning to support ongoing business needs
• Manage escalations related to Risk decisioning through cross-functional collaboration
• Complete Zendesk tickets and written communications related to end users, internal escalations, partnerships or live payments according to relevant prioritization
• Communicate with customers via phone around account recovery efforts
• Contribute to projects, collaborate with team members on squad tasks, and proactively drive new initiatives

Qualifications:

• 1+ years of experience within risk, customer experience or payment operations, ideally in the fintech space
• 1+ years experience working with ZenDesk
• Available to work between 10AM through 7PM MST, Monday through Friday
• Experience maintaining personal and group KPIs related to capacity and quality
• Excellent interpersonal, collaboration and communication skills
• Demonstrated ability to proactively problem solve and be a top-notch team player

Bonus points:

• Experience working on a global team

About the team:

Melio's innovative platform has created new and exciting ways to engage US small businesses in the payments ecosystem; and as with any financial innovation, this has also introduced threats and vulnerabilities. The Risk & Compliance Team works to protect Melio's platform and users from fraudulent, abusive and prohibited activity. We work cross functionally, with nearly every function in the company, to ensure we are seeing the correct information to make the right decisions.

Our main objectives ensuring our money movement is in line with relevant regulatory obligations and keeping our users safe. Our teams play a critical role in maintaining Melio's reputation, financial stability, and operational continuity.

About Melio USA:

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. The annual base salary range for this position is $75,000 - $85,000
• Medical, dental, vision: We offer highly competitive and selected plans with 100% coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees.
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it.
• Office culture: Remote work in the state of Colorado with site level social events and ad hoc in person team working sessions
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities.

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one\'s identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility.