Risk UX Specialist - Mercury

Mercury is on a mission to simplify financial workflows for businesses. To ensure trust and safety across our customers, partners, and ecosystem, our Risk team detects and mitigates threats. We are looking for a Risk User Experience Specialist to make risk decisions regarding user inquiries while delivering high-quality user experiences.

In this role, you will respond to transaction limit increase requests, make risk decisions on queued payments and check deposits, and escalate unusual or high-risk behavior to relevant teams. You will report directly to the Risk User Experience Lead.

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

• Requirement: This position requires working on weekends in addition to weekdays.
• Shift: Full-time, Sunday through Thursday, standard working hours (8:00 AM – 5:00 PM local time).
• Structure: Fixed schedule (not a rotating shift).

Key Responsibilities

• Respond to limit request increases from high and moderate-risk users, reviewing account and transactional activity to assess expected account usage.
• Review overlimit transactions through a dedicated queue, evaluating account history and risk signals, requesting supporting documentation as needed to approve or reject within cutoff times.
• Review and decision remote check deposits submitted by users using internal tools and third-party systems.
• Manage a high-volume caseload within service level agreements (SLAs) with critical attention to detail.
• Respond to Risk support requests in shared mailboxes and Slack channels regarding limit increases and account operations inquiries.
• Partner with the BPO team by providing second opinions and exception guidance on escalated reviews for check deposits and overlimit transactions.
• Document rationale for risk decisions alongside supporting documentation.
• Write clear documentation on current operational processes and assist in training new team members.
• Identify opportunities to make processes more observable, scalable, and efficient via tooling enhancements and procedure updates.
• Maintain a positive user experience while mitigating potential fraud loss and risk to Mercury.

Qualifications

• Experience working in banking, fintech, or other financial services environments.
• 2–3 years of professional experience in the risk operations space.
• Product sense and operational knowledge of banking rails and products (e.g., ACH, International Wires, SWIFT, checks, and debit cards).
• Strong user empathy and ability to manage external relationships with confidence and professionalism.
• Generalist mindset capable of assessing diverse types of risk.
• High efficiency, strong written communication skills, and structured problem-solving ability.