Compliance Support Associate – Broomfield

Straddle is building the trust layer for how money moves in the United States. The payments infrastructure that underpins $100 trillion in annual volume was designed for a world of batch processing and banking hours. We're replacing it with a single API that connects identity verification, bank account connectivity, and real-time payment processing across every major rail.

The Compliance Support Associate is the front line for merchants and partners moving money on Straddle. You will answer payment questions, unblock stuck transactions, and handle the day-to-day compliance work that keeps our ACH program healthy. You will work closely with our Compliance Lead to enable your success.

On a daily basis, you will manage merchant tickets related to payment status, ACH returns, holds, and authorization questions - triaging what needs immediate action versus what can be queued for review or escalated. You will run authorization reviews on flagged transactions, document your findings, and monitor queues for transaction monitoring, sanctions screening, and KYB document review.

This is a generalist role. About half of your week will look like customer support with a compliance lens. The other half will look like junior compliance work with a customer-facing edge. You will also help maintain the SOPs, help center articles, and runbooks that keep our program consistent and audit-ready — and when an exam or internal audit comes around, you will support evidence pulls, artifact organization, and draft responses as directed by the Head of Compliance.

Straddle moves money for merchants who depend on us to be both fast and confident in the payments landing. The Compliance Support Associate is where customer trust meets regulatory rigor. You will see every part of the platform, learn the rails deeply, and grow into a Risk Analyst, Customer Success Lead, or Payment Operations Specialist depending on your performance and interests.

We expect strong written communication, comfort with ambiguity, and willingness to learn the NACHA rules and BSA/AML basics.

Merchant Support – Respond to tickets related to payment status, ACH returns, holds, and authorization questions. Triage urgency, communicate clearly with merchants and partners, and see issues through to escalation or resolution with a customer-first instinct and a compliance-aware lens.

Transaction Authorization Reviews – Run authorization reviews on flagged transactions, evaluate whether activity falls within expected patterns, and document your findings and decisions clearly for the record.

Queue Monitoring – Monitor daily queues for transaction monitoring alerts, sanctions screening results, and KYB document review. Identify items requiring escalation and route them appropriately without letting anything age out unaddressed.

KYC/KYB Onboarding Support – Work alongside Risk Analysts on customer due diligence reviews for new merchant onboarding. Gather documentation, flag discrepancies, and help ensure every new customer has cleared the required checks before going live.

Exception Resolution – Investigate and resolve payment exceptions including ACH returns and disputes. Gather the relevant context, determine the appropriate action, and document the outcome in our case management system.

Documentation & Knowledge Base – Maintain and improve compliance and risk-related internal SOPs, runbooks, and help center articles at  Keep documentation current as rules, tools, and processes evolve.

Audit & Exam Support – Support audit and exam preparation by pulling evidence, organizing artifacts, and drafting responses to information requests as directed by the Compliance Lead. Maintain organized, reliable records that hold up under scrutiny.

Escalation & Reporting – Escalate suspicious activity, sanctions hits, and potential rule violations with clear documentation and proper context. Know when to escal…

Professional Experience – 1 to 2 years of experience in customer support, customer success, payment operations, or compliance. Ideally at a fintech, bank, or payments company where the work had real regulatory stakes.

Writte…