Consumer Money Support Specialist, Tier 2 (Fintech)

TL;DR

Consumer Money Support Specialist, Tier 2 (Fintech): Handling complex Wallet and Cash Account escalations, including fraud investigations and disputes, with an accent on financial compliance and member trust. Focus on resolving high-stakes cases, optimizing operational workflows, and utilizing AI tools to improve research efficiency.

Location: Hybrid in Denver, CO (expected 2-3 days per week in office)

Salary: $26.19–$30.77 per hour

Company

hirify.global is a platform helping small businesses manage payroll, health insurance, and HR.

What you will do

• Manage complex Consumer Money cases end-to-end, including disputes, fraud, and account locks.
• Ensure strict adherence to compliance timelines for dispute reviews and application SLAs.
• Investigate high-risk cases and escalate potential banking partner or compliance impacts.
• Serve as the Tier 2 escalation layer for Tier 1 support using deep product knowledge.
• Collaborate with Risk and banking partners to resolve cases and improve internal workflows.
• Leverage AI tools to accelerate case research and improve documentation quality.

Requirements

• 3+ years of experience in customer support, financial services, or banking operations.
• Must be based in or able to work from the Denver, CO office (Hybrid).
• Hands-on experience with dispute resolution and fraud investigation in fintech or banking.
• Proficiency with Salesforce or similar case management systems.
• Ability to work weekends.
• Ability to use AI tools critically for research, drafting, and summarizing while ensuring compliance.

Culture & Benefits

• Competitive base pay and equity (RSUs).
• Comprehensive health and wellness benefits.
• Hybrid work model providing a balance between office collaboration and remote flexibility.
• Culture focused on empowering small businesses and professional growth.