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About the Role
Mercury is seeking a Risk User Experience Specialist to handle risk decisions for user inquiries, ensuring a best-in-class user experience. The role involves responding to transaction limit increases, making decisions on payments and deposits, and escalating unusual or high-risk behavior.
Responsibilities
- Respond to limit request increases from high and moderate risk users, reviewing account and transactional activity.
- Review Overlimit transactions, evaluating account history and risk signals, and requesting supporting documentation to approve or reject.
- Review and decision remote check deposits submitted by users.
- Manage a high-volume caseload within service level agreements with critical attention to detail.
- Respond to Risk support requests related to limit increases and other account operations inquiries.
- Partner with the BPO team by providing second opinions and exception guidance on escalated reviews.
- 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.
- Maintain a positive user experience while mitigating potential fraud loss or risk to Mercury.
Requirements
- Experience working in banking, fintech, or other financial services.
- 2-3 years of experience working in the risk space.
- Product sense and knowledge of banking products (e.g., ACH, International Wires, SWIFT, checks, and debit card).
- Empathy and understanding when communicating with users.
- Ability to manage relationships with external parties with confidence and kindness.
- Ability to act as a generalist by assessing various types of risk when making decisions.
- Ability to work with efficiency and focus.
- Ability to write with clarity and purpose.
- Ability to prioritize requests and keep track of follow-ups.
- Love problem solving and making teams, products, and processes more efficient.
Skills
- Risk assessment
- User experience
- Transaction monitoring
- Payment processing
- Check deposit review
- Communication
- Documentation
- Process improvement
- Problem solving
Location
- US
Work Type
- Full-time
- Sunday - Thursday shift
- Fixed schedule
Experience Level
- 2-3 years
Salary/Compensations
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $75,900—$85,400 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $68,300—$76,900 USD
Benefits
- Base salary
- Equity (stock options/RSUs)
About the Company
- Mercury is a fintech company that aims to simplify financial workflows for businesses through powerful banking solutions.
- Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
- Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.
Equal Opportunity
- 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.