Consumer Money Support Specialist, Tier 2
$51,064–$64,002 year
Hybrid · Phoenix, Arizona, United States or Denver, Colorado, United States
Job Summary
Join Gusto’s Consumer Money Support team as a Tier 2 specialist to own the most complex Wallet and Cash Account issues, including disputes, fraud investigations, account locks, and On-Demand Pay cases. You’ll operate in a regulated environment with tight compliance timelines, collaborate with Risk and banking partners, and leverage AI tools to accelerate case research and documentation while maintaining accuracy, empathy, and privacy. The role emphasizes high-stakes problem solving, escalation decision-making, and cross-functional teamwork to safeguard member funds and deliver precise resolutions. The position is based in Denver, CO or Phoenix, AZ with hybrid work expectations (2-3 days in the office) and weekend availability.
Required Qualifications
- 3+ years of experience in customer support, financial services operations, or banking operations
- Hands-on experience with dispute resolution, fraud investigation, or regulated financial products such as banking, fintech, or credit unions
- Experience supporting customers across written and live channels (email, phone, chat)
- Strong judgment in high-stakes scenarios and escalation decisions
- Clear and precise communication with documentation and cross-team collaboration
- Proficiency with case management systems (e.g., Salesforce) and thoughtful use of AI for drafting and research
- Ability to review AI outputs for accuracy, tone, bias, and compliance
- Continuous-improvement mindset and ability to identify process gaps and improve workflows
- Flexible to work weekends
- Security and privacy awareness
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