Remote Risk Customer Support Specialist
at Mercury

Summary

Join our team at Mercury as a Customer Support and Pre-ODD Information Specialist, where you'll be the first point of contact for users navigating our KYC, KYB, ODD, and EDD processes. Your role will focus on helping users with questions relating to these Risk and Compliance requests, guiding users through requirements, and answering questions up to the point of actioning the requests.

Requirements

• 3+ years of experience in Customer Support or Compliance-related roles, with a strong preference for experience in a fintech or banking environment
• 1+ year supporting KYC, KYB, AML, processes and other regulatory requirements
• Have a knack for explaining complex processes in simple, understandable terms
• Strong interpersonal skills with a talent for explaining processes and requirements patiently
• Experience in guiding users through complex regulatory or financial processes
• Outstanding written and verbal communication skills, with the ability to adapt tone for different audiences
• Self-motivated with the ability to work independently and as part of a team
• Comfortable working in a compliance-focused environment and knowing when to escalate issues
• Familiarity with fintech industry standards and best practices in user communication

Responsibilities

• Serve as the first point of contact regarding KYC, KYB, ODD, and EDD and other Risk and Compliance processes in order to explain process requirements, timelines, and answer other questions that may arise from users
• Handle user account inquiries related to compliance and due diligence processes
• Identify and escalate complex queries or potential compliance issues to the proper team
• Collaborate with the compliance team to stay updated on process changes and requirements
• Translate user feedback and common questions into suggestions for improving processes and user experience
• Become familiar with and stay up to date on consistently evolving regulatory, partner, and legal compliance processes and requirements in order to support customers

Benefits

• Base salary
• Equity (stock options)