Consumer Money Support Specialist, Tier 2

Gusto, Inc.•Quinte West, ON

22h•$26 - $31•Hybrid

About The Position

Join Gusto’s Consumer Money Support team as a Tier 2 specialist, where you’ll take on the most complex and high-stakes Wallet and Cash Account issues and play a critical role in protecting our members’ money. In this role, you’ll own escalations that require sharp judgment, steady decision-making, and deep care for the member experience, from fraud investigations and disputes to account locks, debit card issues, cash account applications, and nuanced On-Demand Pay cases. This is an opportunity for someone who thrives in regulated environments, stays calm under pressure, and knows how to balance empathy with precision when the stakes are highest. If you’re energized by solving hard problems, safeguarding trust, and getting the details right every time, this is where your impact will matter most. Consumer Money Operations sits at the intersection of customer experience, financial compliance, and banking partner relationships, supporting Gusto Wallet and Cash Accounts used by hundreds of thousands of employees to manage their pay and savings. Our team partners closely with Risk, banking partners, and internal CX teams to resolve the cases that matter most. We hold ourselves to a high standard of accuracy, urgency, and empathy, especially when members need fast, thoughtful support. We’re also always looking for ways to improve the systems and workflows behind the work so we can better serve members at scale.

Requirements

3+ years of experience in customer support, financial services operations, or banking operations, with a track record of independently owning escalated or complex cases
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, including email, inbound phone, outbound phone, and chat, with the ability to adapt communication style to the situation and member need
Strong judgment in ambiguous, high-stakes, and time-sensitive scenarios, with a clear understanding of when to escalate risk and when to take ownership through resolution
Clear and precise communication skills, with the ability to document cases accurately, build customer trust, and collaborate effectively with Risk, banking partners, and internal teams
Proficiency with case management systems such as Salesforce or similar platforms, plus the ability to use AI thoughtfully for drafting, summarizing case history, organizing notes, and accelerating research while critically reviewing outputs for accuracy, tone, bias, empathy, and compliance
A continuous-improvement mindset, strong follow-through, and the reliability to stay composed under pressure while identifying patterns, surfacing process gaps, and helping improve team workflows over time
Uses AI thoughtfully to support repetitive work such as drafting responses, summarizing case histories, and organizing notes
Reviews AI outputs critically for accuracy, tone, bias, and customer empathy before using them
Applies AI in ways that improve speed, consistency, and quality while following privacy and compliance guardrails
Candidates must be flexible to work weekends.

Responsibilities

Own complex Consumer Money cases end to end, including disputes, cash account application reviews, account locks, fraud-related issues, debit card problems, closures, and nuanced On-Demand Pay cases
Prioritize work against critical compliance timelines, including the 5-business-day dispute review window and the 14-calendar-day Cash Accounts Application SLA
Investigate thoroughly and apply sound judgment to escalate risk quickly when customer funds, compliance requirements, or banking partner expectations may be impacted
Act as the Tier 2 escalation layer from Tier 1, using deep product knowledge and routing judgment to handle high-complexity work and correct misrouted cases
Partner with Risk, banking partners, and internal CX teams to resolve cases and drive workflow improvements
Strengthen queue health by identifying aging work, unassigned cases, routing issues, and process gaps
Use AI tools to accelerate case research, surface patterns in member issues, and improve documentation quality