Avenu Insights & Analytics

Business Operations

• Lead and perform comprehensive reconciliations of merchant services activity, including deposits, fees, refunds, and chargebacks; analyze trends and identify root causes of discrepancies
• Independently investigate and resolve complex reconciliation issues by evaluating multiple data sources, including processor reports, banking activity, and internal systems
• Oversee merchant onboarding processes, ensuring accuracy, completeness, and compliance with internal standards; identify opportunities to streamline onboarding workflows
• Partner cross-functionally with finance, operations, and technology teams to improve processes, resolve issues, and enhance merchant experience
• Analyze transaction data and prepare insights to support operational decision-making and process optimization
• Serve as a subject-matter resource for internal and external stakeholders regarding merchant activity, funding, and account-related inquiries
• Evaluate existing workflows and recommend process improvements to increase efficiency, accuracy, and scalability
• Develop, document, and maintain standard operating procedures and best practices for merchant services operations
• Support strategic initiatives and projects related to payment operations and merchant services infrastructure
• Perform other duties as assigned

Business Operations Specialist

• Oversee initiatives across all Finance & Tax and Forms business areas within the BU
• Guide initiatives to enhance company profitability and efficiencies
• Act as the principle liaison to the entire organization to facilitate timely execution of tasks and transformative actions to optimize operations while minimizing risk
• Assist the BU in the development of operations processes & strategy, hiring, customer engagement, and execution of special projects as needed
• Partner with the EVP/GM, Lines of Business and Finance leadership on revenue strategy and critical strategic and operational initiatives designed to improve and maximize revenue acquisition, retention and growth
• Implement objectives that reflect the company’s business goals and identify opportunities for process improvement
• Maintain a holistic view of our operations and associated technology, e.g. Salesforce, CPQ, Replicon ServiceNow etc.
• Facilitate successful implementation of new programs through the teams by ensuring that a well-defined, efficient process is in place for launch
• Drive continuous process improvement across sales and revenue functions
• Lead a change management process to build organizational understanding of proposed changes, establishes support from key leadership stakeholders
• Work closely with leadership to define the optimal performance measurements and performance management programs required to ensure sales success
• Align reporting, training, and incentive programs with performance management priorities
• Perform other duties as assigned

Director – Business Operations

QA Engineer

• Generate test documentation, perform end-to-end testing, and build and execute automated test cases
• Translate business requirements and processes into technical requirements and configuration settings
• Identify and assess risks to programs or projects and recommend risk mitigation strategies
• Create test strategies ensuring solutions meet functionality, performance, and reliability standards
• Collaborate with team leads and engineering resources to strategize on the testing approach
• Execute end-to-end testing efficiently and according to set deadlines
• Support and complete test orchestration requiring problem-solving and analysis
• Record, log, and track defects in the system and coordinate resolutions
• Assess test results to identify and document defects or undesirable results
• Direct projects from a quality assurance perspective with end-user focus
• Independently own a workstream/product line throughout the full life cycle of the project
• Participate in daily engineering meetings to inform teammates and management of status
• Assist the in-house support team with product defect exploration as needed
• Troubleshoot and analyze technical issues related to software applications and reports
• Present product expertise in training and implementation environments
• Perform other duties as assigned

Quality Assurance Analyst I

Compliance

• Responsible for supporting Neumo's compliance program, including submerchant onboarding and due diligence, transaction monitoring, compliance operations, vendor oversight, and compliance reporting.
• Conduct KYB reviews of government entity submerchants.
• Review onboarding documentation for completeness and accuracy.
• Perform sanctions and watchlist screening reviews.
• Assist with risk assessments and underwriting support.
• Review and investigate transaction monitoring alerts.
• Escalate potentially suspicious activity to compliance management.
• Document investigative findings and case outcomes.
• Maintain monitoring records and supporting evidence.
• Support complaint management and resolution tracking.
• Maintain compliance records and reporting.
• Assist with regulatory and sponsor bank requests.
• Coordinate compliance-related audits and examinations.
• Support policy and procedure maintenance.
• Track vendor due diligence and ongoing review requirements.
• Maintain vendor compliance documentation.
• Coordinate periodic vendor assessments.
• Prepare compliance reporting and management dashboards.
• Track key compliance performance indicators.
• Assist with board and management reporting.
• Perform other duties as assigned.

Compliance Specialist

IT Support

• Providing comprehensive support to the entire Justice Business Unit (BU) by promptly responding to Help Desk calls.
• Conducting expert triage and efficiently managing the resolution of customer service tickets.
• Maintaining proactive communication with customers during outages and service activities.
• Possesses advanced knowledge of application architecture, including each application component and functionality, to effectively troubleshoot issues.
• Monitors assignment group queues within the case management system, prioritizing and resolving tickets in a timely manner.
• Conducts thorough application-level troubleshooting, configuration adjustments, and facilitates case resolution to meet customer needs.
• Actively contributes to the Knowledge Base, enhancing customer self-service capabilities and assisting fellow agents in resolving issues efficiently.

Senior Helpdesk Specialist

Support Engineer

• Provide first- and second-level technical support to end users via phone, email, remote assistance, and onsite visits.
• Diagnose and resolve hardware, software, operating system, network connectivity, printer, and peripheral issues.
• Escalate complex issues to senior technical staff or appropriate support teams as needed.
• Maintain ownership of assigned support requests through resolution.
• Install, configure, and maintain desktop computers, laptops, tablets, mobile devices, and peripheral equipment.
• Perform hardware upgrades and component replacements.
• Install and configure operating systems, software applications, drivers, and updates.
• Prepare and deploy new equipment according to organizational standards.
• Assist users with password resets, account access, software usage, and general technology questions.
• Document all support activities within the organization's service management system.
• Follow organizational security policies and procedures.

Business Operations Specialist

Director – Business Operations

Quality Assurance Analyst I

Compliance Specialist

Senior Helpdesk Specialist

Desktop Support Engineer I