Customer Support Specialist - Risk

Role overview

Support customers affected by financial risk reviews and related account or business changes. This operational, customer-facing role handles sensitive written inquiries and coordinates with risk and support teams so customers receive accurate, timely, and considerate guidance.

Responsibilities

- Respond to customer questions about account restrictions, closures, and reviews. - Handle requests involving address changes, check disbursement or reissuance, and updates to business details or ownership. - Coordinate with teams responsible for anti-money-laundering controls, fraud, sanctions, onboarding, and other risk operations. - Keep customer support teams informed about risk process changes and serve as an escalation contact for risk-related questions. - Track recurring customer feedback and identify opportunities to improve processes and the customer experience. - Manage daily requests with care, accuracy, and timely follow-through.

Requirements

- At least two years of experience in customer operations; experience in financial technology or banking is helpful. - Familiarity with anti-money-laundering practices and how financial risk functions affect customer service. - Ability to explain complex or sensitive matters clearly, empathetically, and precisely in writing. - Strong English reading and writing skills. - Organization and prioritization skills for managing multiple operational workstreams. - Able to work independently and collaboratively, with a customer-focused approach.