Risk UX Specialist

For the longest time, banking* has only really served one purpose, holding money securely. In doing so, it’s also slowed us down and overcomplicated things. That’s where Mercury comes in. Banking should do more and we’re on a mission to make that happen through powerful banking solutions and simplifying all of the financial workflows that come with managing a business. To accomplish this end, we also need to ensure the trust and safety of our customers, partners and ecosystem. Thankfully, Mercury has a world class Risk team to detect and mitigate any threats. And this team is growing. We’re looking to bring on a Risk User Experience Specialist to make risk decisions in response to risk-related user inquiries, all while providing best-in-class user experiences.

As a Risk User Experience Specialist, you’ll be responsible for responding to transaction limit request increases, making risk decisions on queued payments and check deposits, and leveraging your general risk knowledge to escalate unusual or high risk behavior to relevant teams. You’ll be responsible for providing great user experiences to Mercury users while making highly efficient and high quality risk assessments. You will report directly to the Risk User Experience Lead and will be supported by a highly functional team.

*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

Schedule Information:

Required: This position requires you to be able to work on the weekends in addition to weekdays

• This position will be full time working Sunday - Thursday shift, with standard working hours (8am-5pm local time)
• Your working schedule will be fixed - this is not a rotating shift

Here are some things you’ll do on the job:

• 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 Overlimit transactions through a dedicated queue, evaluating account history and risk signals, and requesting supporting documentation as needed, to approve or reject within required cutoff times
• 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
• Partner with our BPO team by providing second opinions and exception guidance on escalated reviews for both check deposits and overlimit transactions
• 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

You should:

• Have experience working in banking, fintech, or other financial services
• Have 2-3 years of experience working in the risk space
• Have product sense and knowledge of banking products (e.g., ACH, International Wires, SWIFT, checks, and debit card)
• 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

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