Customer Support Specialist - Risk

Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. With growth comes the need to ensure our customer experience is top of mind even in the most challenging scenarios.

As a Customer Support and Pre-ODD Information Specialist at Mercury, you'll be the first point of contact for users navigating our KYC (Know Your Customer), KYB (Know Your Business), ODD (Ongoing Due Diligence), and EDD (Enhanced Due Diligence) 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. You'll act as a crucial link in the chain between our users and our compliance team, ensuring smooth communication and process understanding. Because this body of work is very time sensitive but has variable inbound volume, you’ll also be cross-trained to help in other types of tickets that our Customer Support team handles as needed and as volume allows.

Key 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

Qualifications

• 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

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.

Our target new hire base salary ranges for this role are the following:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $72,600 - $90,800 USD 
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $65,300 - $81,700 USD
• Canadian employees (any location): CAD 66,100 - 82,600

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

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