Senior Account Fraud QC Investigator

About Mercury

Mercury is building a banking stack for startups, committed to creating the easiest and safest banking experience to simplify entrepreneurs' and business owners’ financial lives.

Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

The Role: Senior Account Fraud QC Investigator

We’re looking to hire a Senior Account Fraud QC Investigator to support quality control for account fraud alert investigations across Mercury’s consumer and business banking products. This will be the first QC hire for the Account Fraud team and a key contributor in shaping the quality framework for our newly launched BPO partnership.

As a Senior Account Fraud QC Investigator, you will be responsible for designing, implementing, and executing fraud quality processes and procedures. This includes conducting quality assessments of fraud alert investigations, creating reports and dashboards, performing quality trend analysis, and translating quality insights into actionable improvements. You’ll also leverage your fraud and QC expertise to contribute directly to projects that advance Mercury’s account fraud program and help scale high-quality decision-making across internal teams and external partners.

What you'll do:

• Be the first dedicated QC hire for Account Fraud, building formal QC coverage for both the internal team and our BPO partner.
• Complete manual quality reviews of account fraud alert investigations, evaluating decisioning, investigative thoroughness, documentation quality, and SOP/policy adherence (plus regulatory expectations where applicable).
• Partner with Account Fraud leadership to define what “good” looks like and help stand up the QC program: quality standards, scorecards/scoring, sampling approach, defect severity, and escalation paths, especially for BPO-reviewed work.
• Create dashboards, metrics, and trend reporting to surface accuracy, consistency, recurring error drivers, and risk across investigators and vendors.
• Translate individual review findings into program-level insights and recommendations (training/coaching needs, SOP gaps, workflow/tooling improvements).
• Lead and participate in calibration sessions with internal teams and BPO partners to align on scoring and ensure consistent investigation outcomes.
• Deliver timely, specific, and empathetic quality feedback to investigators, team leads, and partners; support coaching and reinforcement of standards.
• Help document, refine, and scale QC processes and procedures as the account fraud program grows.
• Stay current on fraud typologies, industry best practices, policy changes, and regulatory expectations to keep quality standards up to date.
• Support audits, BPO readiness/launch activities, and special projects tied to fraud quality and scalability.

What you should bring:

• Have 4+ years in finance/fintech fraud operations, ideally in account fraud and/or transaction monitoring, with direct exposure to investigations and QC.
• Bring strong fraud QC instincts: be able to clearly explain how you assess investigation quality across decisioning, documentation, investigative depth, and procedural adherence.
• Have experience building, improving, or operationalizing a QC program (e.g., refining scorecards, setting scoring standards, building calibration, creating feedback loops).
• Have experience working with or helping oversee BPO/vendor-managed fraud operations, including driving alignment and accountability through quality oversight.
• Be a proactive builder who’s comfortable creating structure in ambiguity, operating independently, and moving from findings to action quickly.
• Have a solid understanding of banking products and fraud risk across ACH, wires, checks, debit cards, and account-level activity.
• Exercise empathy and good judgment when delivering quality feedback, while maintaining a high bar for consistency and risk control.
• Communicate findings and recommendations clearly to operational teams, senior leadership, and external partners, and influence without direct authority.

Key skills/competency

• Fraud Investigation
• Quality Control (QC)
• Fintech Operations
• Risk Management
• BPO Oversight
• Process Improvement
• Regulatory Compliance
• Data Analysis & Reporting
• Transaction Monitoring
• Banking Products Knowledge