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

Legal, physical, or residential address updates

Check disbursement or reissuance requests

Business structure changes (e.g., incorporation status, beneficial ownership updates, DBA or legal name changes, EIN corrections)

Collaborate with internal Risk teams (AML, Fraud, Sanctions, Onboarding, ODD, Risk UX, etc.) to ensure smooth process handoffs and accurate communication

Act as the primary internal point of contact for Risk teams when updates or process changes may impact Customer Support workflows

Likewise, act as the first point of escalation for Customer Support when questions or issues arise related to Risk

Stay up-to-date on process and procedural changes within Mercury’s Risk organization to ensure accurate, efficient support

Advocate for the customer by connecting customer feedback and experience patterns to product and process improvement opportunities within Risk

Work operationally day-to-day, prioritizing accuracy, empathy, and timeliness in all communications

Customer Support Specialist - Risk

Responsibilities

Qualification

Required

Benefits

Company

Mercury

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