Risk Investigator – Third Party​/ATO Fraud

• Lead complex investigations into suspected account takeover (ATO) incidents, exercising sound judgment to determine risk, containment, and recovery strategies
• Own end-to-end response for high-impact and executive-visible ATO cases, serving as a primary coordinator across Fraud, Customer Support, Product, Engineering, Compliance, Legal, and Leadership
• Communicate directly with customers during sensitive account security incidents, providing timely, empathetic guidance throughout the investigation and recovery process
• Help develop and continuously improve ATO investigation policies, playbooks, and operational workflows to increase consistency, quality, and speed to response
• Partner with Product, Engineering, and Risk teams to identify detection gaps and recommend improvements to authentication controls, fraud detection systems, and customer security features
• Escalate emerging account takeover trends, attacker behaviors, and fraud vectors, working with leadership and partner teams to turn findings into actionable operational and product improvements
• Provide subject matter expertise during critical incidents and help guide investigation strategy for the team s most complex and high-risk cases
• Identify opportunities to automate repetitive investigative tasks and improve tooling, operational efficiency, and customer experience
• Maintain clear, defensible investigative documentation that supports internal decision-making, regulatory requirements, and cross-functional collaboration
• Mentor teammates by sharing investigative best practices, reviewing complex cases, and contributing to onboarding and training materials

Requirements

• 3+ years of direct experience investigating and responding to account takeover (ATO) fraud incidents within a bank, fintech, payments company, or other financial services organization
• Demonstrate deep expertise in account takeover methodologies, attacker tactics, authentication systems, identity verification, and account recovery processes
• Have experience identifying common bank fraud typologies, such as wire fraud, ACH fraud, check fraud, mule accounts, and identity theft
• Be comfortable leading complex, ambiguous investigations that require balancing customer experience, fraud risk, and operational efficiency
• Have exceptional customer-facing communication skills and experience managing high-impact or executive-visible customer incidents with professionalism, empathy, and confidence
• Exercise excellent judgment when making time-sensitive decisions that affect customer access, account security, and financial risk
• Be skilled at influencing cross-functional partners and collaborating effectively with Product, Engineering, Compliance, Customer Support, and Leadership
• Communicate complex investigative findings clearly and concisely, both verbally and in writing, to audiences ranging from customers to senior leadership
• Have a track record of identifying operational inefficiencies and driving meaningful improvements through better processes, tooling, or automation
• Be highly organized and capable of managing multiple critical investigations while maintaining exceptional attention to detail
• Enjoy mentoring teammates, raising the quality bar for investigations, and helping build a strong investigative culture
• Have a strong product mindset and curiosity about evolving fraud threats, authentication technologies, and customer security
• Be motivated by protecting customers and continuously improving Mercury s ability to detect, investigate, and respond to account takeover threats.

Core Competencies

Demonstrates expertise in leading investigations into account takeover incidents, employing strong judgment and communication skills to manage high-impact cases while collaborating with cross-functional teams. Focuses on improving operational workflows and customer security through effective tooling and process enhancements.

Highest-signal resume keywords

• Account Takeover Investigation
• Fraud Detection Systems
• Customer Communication
• Operational Efficiency Improvement
• Cross-Functional Collaboration

ATS Optimization Keywords

Hard Skills

• Account Recovery Processes
• Authentication Systems
• Identity Verification
• Fraud Typologies
• Investigative Documentation
• Automation of Investigative Tasks
• Risk Assessment
• Judgment in Decision-Making
• Mentoring and Training
• Complex Problem Solving

Soft Skills

• Empathy
• Professionalism
• Attention to Detail
• Organizational Skills
• Influencing Skills

Industry Keywords

• Account Takeover
• Financial Services
• Banking
• Fintech
• Payments
• Fraud Risk Management
• Customer Security
• Operational Workflows
• Investigative Best Practices
• Customer Support