Remote Senior User Experience Specialist

Summary

Join Mercury, a financial technology company, as a Senior Risk User Experience Specialist to make risk decisions and provide best-in-class user experiences. As part of the Risk User Experience team, you'll be responsible for responding to transaction limit request increases, making risk decisions on queued payments, and leveraging your general risk knowledge to escalate unusual or high-risk behavior to relevant teams.

Requirements

• Have experience working in banking, fintech, or other financial services
• Have experience working in the risk space
• Derive joy from customer joy
• Exercise empathy and understanding when communicating with users
• Manage relationships with external parties with confidence and kindness
• Act as a generalist by assessing various types of risk when making decisions
• Work with efficiency and focus
• Write with clarity and purpose
• Prioritize requests and keep track of follow-ups
• Love problem solving and making teams, products, and processes more efficient
• Have some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards
• Be curious about the US banking system, startups, and ecommerce companies

Responsibilities

• Respond to limit request increases from high and moderate risk users, while reviewing account and transactional activity, to determine if aligned with expected account usage
• Review and decision remote check deposits submitted by users utilizing internal tools, and third party systems
• Manage a high-volume caseload within service level agreements and with critical attention to detail
• Respond to Risk support requests in the mailbox and Slack channels, related to limit increases, and other account operations inquiries from financial partners, users, or other internal/external parties
• Document rationale for risk decisions with supporting documentation
• Write clear documentation on current processes and help train future teammates
• Identify opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates
• Maintain a positive user experience, while mitigating any potential fraud loss or risk to Mercury