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About the Role

Join our Account Fraud team as a Fraud Investigator, focusing on Account Takeover (ATO) and third-party fraud. You will protect customers by investigating suspected account compromise, responding to security incidents, and guiding customers through account recovery.

Responsibilities

• Lead complex investigations into suspected account takeover (ATO) incidents, exercising sound judgment to determine risk, containment, and recovery strategies.
• Own end-to-end response for high-impact and executive-visible ATO cases, serving as a primary coordinator across Fraud, Customer Support, Product, Engineering, Compliance, Legal, and Leadership.
• Communicate directly with customers during sensitive account security incidents, providing timely, empathetic guidance throughout the investigation and recovery process.
• Help develop and continuously improve ATO investigation policies, playbooks, and operational workflows to increase consistency, quality, and speed to response.
• Partner with Product, Engineering, and Risk teams to identify detection gaps and recommend improvements to authentication controls, fraud detection systems, and customer security features.
• Escalate emerging account takeover trends, attacker behaviors, and fraud vectors, working with leadership and partner teams to turn findings into actionable operational and product improvements.
• Provide subject matter expertise during critical incidents and help guide investigation strategy for the team's most complex and high-risk cases.
• Identify opportunities to automate repetitive investigative tasks and improve tooling, operational efficiency, and customer experience.
• Maintain clear, defensible investigative documentation that supports internal decision-making, regulatory requirements, and cross-functional collaboration.
• Mentor teammates by sharing investigative best practices, reviewing complex cases, and contributing to onboarding and training materials.

Requirements

• 3+ years of direct experience investigating and responding to account takeover (ATO) fraud incidents within a bank, fintech, payments company, or other financial services organization.
• Deep expertise in account takeover methodologies, attacker tactics, authentication systems, identity verification, and account recovery processes.
• Experience identifying common bank fraud typologies, such as wire fraud, ACH fraud, check fraud, mule accounts, and identity theft.
• Comfortable leading complex, ambiguous investigations that require balancing customer experience, fraud risk, and operational efficiency.
• Exceptional customer-facing communication skills and experience managing high-impact or executive-visible customer incidents with professionalism, empathy, and confidence.
• Excellent judgment when making time-sensitive decisions that affect customer access, account security, and financial risk.
• Skilled at influencing cross-functional partners and collaborating effectively with Product, Engineering, Compliance, Customer Support, and Leadership.
• Ability to communicate complex investigative findings clearly and concisely, both verbally and in writing, to audiences ranging from customers to senior leadership.
• Track record of identifying operational inefficiencies and driving meaningful improvements through better processes, tooling, or automation.
• Highly organized and capable of managing multiple critical investigations while maintaining exceptional attention to detail.
• Enjoy mentoring teammates, raising the quality bar for investigations, and helping build a strong investigative culture.
• Strong product mindset and curiosity about evolving fraud threats, authentication technologies, and customer security.
• Motivated by protecting customers and continuously improving Mercury's ability to detect, investigate, and respond to account takeover threats.

Skills

• Account Takeover (ATO) Fraud Investigation
• Risk Assessment
• Incident Response
• Customer Communication
• Policy Development
• Process Improvement
• Automation
• Investigative Documentation
• Mentoring
• Fraud Typologies (Wire Fraud, ACH Fraud, Check Fraud, Mule Accounts, Identity Theft)
• Authentication Systems
• Identity Verification
• Account Recovery Processes
• Cross-functional Collaboration
• Product Mindset

Location

• US

Work Type

• Full-time

Experience Level

• 3+ years

Salary/Compensations

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $121,700 - $152,100
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $109,500 - $136,900

Benefits

• Base salary
• Equity (stock options)

About the Company

• Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
• The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
• Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry.
• New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Equal Opportunity

• Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.
• All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.
• We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs.
• If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.