Customer Service Associate

Job Description:

As a Customer Support Associate, you will report to the Head of Fraud and Compliance. Your  primary responsibilities will be working customer support tickets, potential AML hits, and potential OFAC screening hits.  Key skills include excellent verbal and written communication, attention to detail, building effective practices and procedures, and the ability to work under pressure.

This role will be best suited to someone who is looking to be part of a building process and is comfortable with the growth patterns common to start ups.

Responsibilities:

• Respond to and resolve customer support tickets escalated by Meridian’s partners;
• Identify and manage complaints as they are received, work with management to ensure complaints are logged and addressed by appropriate staff to ensure resolution within regulatory standards;
• Research ACH reversals as they are received to provide additional insight to management
• Work closely with Fraud and Compliance management to review transactions that trigger Meridian’s AML rules;
• Work closely with Fraud and Compliance management to review and decision Meridian.customers that are potential matches to SDNs and PEPs;
• Contribute to the creation and maintenance of the growing customer support, fraud prevention, and compliance operations.
• Learn industry trends and best practices in customer support and fraud prevention operations. Apply your knowledge to help build more efficient processes.

Qualifications:

• Experience in customer support, fraud prevention, and/or AML support;
• Excellent oral and written communication skills;
• The ability to work tasks independently while keeping the larger picture in sight;
• The proven ability to work in fast-paced dynamic environments & to multi-task;
• Demonstrated proficiency in Google Suite and/or MS Office products;
• Experience with HubSpot, Zendesk, or some other form of CRM ticketing system;
• Experience with Sardine, Socure, Kount, Comply Advantage, Prove, or similar fraud prevention systems;
• Experience in payments, banking, or fintech is a plus.
• Bilingual (English/Spanish) a plus.

Requirements:

• Bachelor's degree in a relevant field such as business, communications, or equivalent experience
• 2 years of experience in a similar role, preferably in customer support or fraud detection
• Full-time
• Excellent English communication skills
• No visa sponsorship

Benefits:

• Unlimited Vacation
• Work From Home
• High Standard Health Benefits
• Equity