Risk Customer Support Specialist
Company: Tbwa Chiat/Day Inc
Location: Los Angeles
Posted on: October 30, 2024
Job Description:
San Francisco, CA, New York, NY, Portland, OR, or Remote within
Canada or United StatesMercury 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 customersQualifications
- 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 communicationThe 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 - 82,600Apply for
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Keywords: Tbwa Chiat/Day Inc, Newport Beach , Risk Customer Support Specialist, Accounting, Auditing , Los Angeles, California
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