Senior Risk User Experience 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 Senior 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 part of the Risk User Experience team, you’ll be responsible for responding to transaction limit request increases, making risk decisions on queued payments, 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 Risk team.

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.

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 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
• 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 experience working in the risk space
• Derive joy from customer joy
• 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
• Have some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, and debit cards
• Be curious about the US banking system, startups, and ecommerce companies

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: $112,500 - $132,400 USD
• US employees outside of New York City, Los Angeles, Seattle or the San Francisco Bay Area: $101,300 - $119,200 USD
• Canadian employees (any location): CAD 102,400 - 120,500

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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