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.

Desktop Support Engineer I

Network Engineer

• Meeting with business units and clients to determine and capture detailed requirements
• Clarifying a system specification, understanding work practices and the nature of the business of the requestor and stakeholders
• Planning project timelines
• Creating high-level implementation plans when required
• Developing agreed solutions and implementing new systems
• Presenting solutions in written or oral reports
• White-boarding complete or partial solutions
• Creating project deliverables
• Designing, installing, integrating, testing, and monitoring new systems
• Contribute and refine the team’s process and methodology, including documentation.

Senior Network Engineer

Chief Technology Officer

• Directly manage the four functional leads — GRC, AppSec, Cloud/Vulnerability, and SecOps — setting priorities, removing blockers, and holding them accountable to delivery.
• Own the operational roadmap behind SOC 1 and SOC 2: continuous evidence collection, control owners, and audit readiness ahead of annual audits.
• Drive the FedRAMP High authorization effort and the parallel GovRAMP pursuit — both multi-year, high-cost programs (FedRAMP High alone typically runs 12–24 months and $500K–$1M+) — translating authorization requirements into workstreams, milestones, and owners.
• Report program status, risks, and resourcing needs to the CISO with enough detail to support executive and board reporting.

VP, Deputy Chief Information Security Officer

Customer Success Manager

• Lead designated territory and provide end-to-end renewal execution support to ensure customer retention and annual revenue and growth targets
• Spearhead renewal negotiations and drive incremental revenue
• Connect with customers regularly both virtually and in-person to become a trusted advisor
• Establish strong relationships based on knowledge of customer requirements and commitment to value
• Develop effective and specific account plans to ensure revenue target delivery and sustainable growth by driving Demand Generation, Pipeline and Opportunity Management strategies
• Keep pipeline current and moving up the pipeline curve.

Processor

• processing claims for state clients in accordance with the approved guidelines
• handling telephone, email or fax inquiries from claimants or holders
• following up with claimants and holders to request additional information if needed

Transaction Processor I

Customer Support

• Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism
• Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions
• Maintain timely communication with customers, especially during service incidents or outages
• Assist with customer-specific support needs and troubleshooting
• Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams
• Update and maintain customer records in the CRM system with high attention to detail
• Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies
• Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements
• Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings
• Participate actively in team meetings, ongoing training, and continuous improvement efforts
• Take part in after-hours support rotation as needed
• Perform additional duties as assigned

Customer Support Specialist

Program Manager

• Own the product lifecycle from concept through launch and continuous optimization
• Translate business priorities into clear technical requirements, user stories, and delivery plans
• Drive roadmap development aligned to strategic initiatives, modernization efforts, and business goals
• Partner closely with engineering to design scalable architectures, integrations, and APIs
• Lead product development efforts that integrate software with physical hardware components, including self-service systems
• Own and standardize product and operational documentation across multiple state jurisdictions, ensuring accuracy, consistency, and compliance with state-specific requirements
• Translate varying state regulations and workflows into scalable product requirements and repeatable processes
• Support delivery of complex, multi-state programs in regulated environments
• Act as the connective tissue across product, engineering, operations, and external partners
• Contribute to vendor strategy, including evaluation, onboarding, and performance management
• Lead prioritization across features, enhancements, and defects to maximize revenue, retention, and operational efficiency
• Identify and execute opportunities to reduce technical debt and improve system performance
• Define success metrics and use data to inform decisions and continuous improvement

Principal Technical Product Manager – Program Manager

Full-stack Engineer

• Lead the design, architecture, and development of Java and PL/SQL-based applications that align with business and system requirements.
• Implement and optimize business logic using PL/SQL packages, procedures, and triggers alongside Pension’s proprietary tools.
• Translate functional requirements into robust, scalable technical designs and specifications.
• Drive performance optimization, scalability, and data integrity across the application stack.
• Conduct detailed code reviews, troubleshoot complex issues, and provide technical guidance to developers.
• Perform unit testing and ensure all deliverables meet quality and security standards.
• Collaborate closely with project teams to define scope, timelines, and deliverables.
• Mentor and coach team members to promote best practices and technical excellence.
• Champion the adoption of new technologies, automation, and DevOps practices to enhance productivity.
• Establish and maintain application security, data protection, and coding standards.
• Document software architecture, processes, and solutions to support maintainability and knowledge sharing.
• Contribute to client implementation projects, providing technical leadership and consulting expertise.

Software Engineer I

• Provide strategic, expert-level technical support to ensure the highest levels of customer satisfaction.
• Diagnose and resolve complex technical issues, leveraging automated technology and instrumentation to prevent future problems.
• Act as the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges.
• Involve on-site visits to customers, in addition to remote support.
• Mentor junior support team members and provide guidance to improve team performance and technical acumen.
• Offer strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues.
• Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues.
• Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions.
• Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required.
• Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk).
• Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products.
• Mentor and provide direction to junior support staff, sharing knowledge and fostering team development.
• Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability.
• Develop and update technical documentation, procedures, and best practices for both internal and external use.
• Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of Neumo products.
• Drive customer satisfaction by advocating for customer needs within the support team and across the organization.
• Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.

Business Operations Specialist

Director – Business Operations

Quality Assurance Analyst I

Compliance Specialist

Senior Helpdesk Specialist

Desktop Support Engineer I

Senior Network Engineer

Senior Network Engineer

VP, Deputy Chief Information Security Officer

Customer Success Manager

Transaction Processor I

Customer Support Specialist

Principal Technical Product Manager – Program Manager

Software Engineer I

Principal Customer Support Specialist