Customer Support Specialist ‑ Risk

Customer support role focused on risk-related customer interactions such as account restrictions, closures, and address updates. It is a US-remote or hybrid position at a fintech, requiring fintech or banking customer operations experience and strong written English.

• Serve as first point of contact for customers impacted by risk actions
• Manage inbound email inquiries about restrictions, closures, address updates, check disbursements, and business structure changes
• Collaborate with internal Risk teams such as AML, Fraud, Sanctions, Onboarding, ODD, and Risk UX
• Act as primary internal contact for Risk teams on process changes affecting Customer Support
• Act as first escalation point for Customer Support on Risk-related questions
• Stay up to date on Risk process and procedural changes
• Advocate for customers by connecting feedback to product and process improvements
• Handle operational work with accuracy, empathy, and timeliness

• 2+ years in a customer operations team, ideally fintech or banking
• Strong understanding of AML and risk functions in financial institutions
• Foundational understanding of risk in a fintech context
• Ability to explain complex topics with empathy and precision
• Excellent English reading and writing skills
• Strong organizational skills and ability to manage multiple workstreams
• Self-motivated and comfortable working independently and collaboratively
• Ability to learn Mercury’s Risk team structure and remit quickly