Novo

Business Analyst

• Optimize operations by ensuring the right staffing in place to achieve service levels goals and scale.
• Leverage expertise in forecasting, scheduling and real-time analysis to enhance efficiency and create great agent and customer experiences.
• Help shape our WFM function from the ground up and scale workforce planning for customer experience teams.
• Evaluate and implement a new WFM tool and focus on agent performance, efficiency, cost and customer experience.

Workforce Management Analyst – Contractor

Financial Crime

• Identify, monitor, evaluate and address customer account actions to address potential risk, fraud or suspicious activity.
• Understand and manage KYC and AML processes
• Support the origination and in-life management of deposits by handling the Customer/Enhanced Due Diligence during on-boarding and in-life periodic reviews.
• Process all applications through a workflow system effectively, within agreed SLAs and goals, and in compliance with company policies and procedures.
• Perform due diligence checks on prospective and existing customers, such as requesting KYC information and documentation.
• Conduct enhanced due diligence on high risk customers, including evaluation of client responses to sources of wealth and intended use of account.
• Investigate identified suspicious clients generated by the screening system, such as WorldCheck and OFAC list.
• Analyze the AML/CFT risk of Politically Exposed Persons (PEP), adverse information, business exposure in high risk & sanctioned countries and escalate the issues to the Legal Team for approval.
• Follow internal policy and procedures when dealing with account related suspicious activity.
• Cross reference multiple databases for potential undesirable client matches.

Senior KYC Analyst

Customer Support

• Own escalated customer cases, ensuring swift, effective resolutions.
• Proactively review and respond to customer and product survey feedback, and other high-priority issues requiring high support.
• Act as a mediator between customers and internal departments to ensure customer satisfaction and identify areas for process improvement.
• Handle inbound and outbound calls, emails, and chats, delivering professional and seamless support.
• Educate customers on Novo’s features and best practices to enhance their business operations and drive adoption.
• Maintain knowledge of security, compliance, and operational policies while identifying and addressing process gaps.
• Gather and share insights on how to best improve the customer experience, focusing on both proactive and reactive support experiences.
• Work cross-functionally to resolve issues, share insights, and enhance processes.
• Analyze trends in customer inquiries and escalation patterns to drive meaningful enhancements.
• Take initiative in identifying inefficiencies and proposing creative solutions that improve customer experience and internal workflows.
• Use customer feedback and analytics to drive operational and customer support experience improvements, identifying automation and efficiency opportunities.

Escalations Support Specialist

Manager

• Serve as the internal subject matter expert on Fraud, leveraging a deep understanding of first-party, third-party, synthetic identity, payments, and other ever-evolving types of fraud.
• Evolve and expand fraud prevention and detection strategies across the organization in alignment with company objectives.
• Utilize analytics and data mining techniques to identify patterns, trends, and emerging fraud risks.
• Play an active role in the product development cycle for both current and future products by identifying possible fraud vectors and mitigants.
• Partner with the Data Science team to develop predictive models and machine learning algorithms for advanced fraud detection.
• Serve as the central point person in managing fraud attacks in real-time, partnering with teams across the organization (Engineering, Operations, Payments, Customer Support, Product) to identify and close down attack vectors, coordinate across stakeholders, and update Novo leadership.
• Keep up to date with evolving fraud tactics, industry regulations, and best practices to ensure proactive responses to new threats.
• Mentor junior team members and contribute to the development of a strong fraud prevention culture across the organization.

Senior Manager, Fraud Strategy and Analytics

Accountant

• Own daily accounting operations: GL entries, reconciliations, AP/AR, payroll, and revenue recognition across multiple product lines (interchange, deposits, lending, SaaS fees)
• Drive timely and accurate month-end close and internal financial statements in compliance with U.S. GAAP
• Prepare detailed account reconciliations and supporting schedules for audits, board reporting, and management analysis
• Assist with multi-entity consolidation and ensure data consistency across entities and products
• Own and improve our accounting systems; manage third-party integrations
• Partner with Product and Engineering to automate financial workflows — including revenue data pipelines, ledger mapping, and reconciliations
• Collaborate with FP&A on variance analysis, cost trends, and forecast alignment
• Work with Product & Operations to translate financial data into insights that inform pricing, cost, and unit-economics decisions
• Support investor and board reporting by providing clear, accurate financial data and commentary
• Prepare and manage audit deliverables, ensuring timely responses and clean audit results
• Support compliance with evolving fintech and banking regulations, including fair-value, interest, and fee accounting treatments

Senior Accountant

• Act as a payments subject matter expert (SME) for internal teams across Banking, Customer Support, Risk, Marketing, Product and Engineering.
• Manage operational escalations across all supported payment rails, including ACH returns, wire exceptions, and check issues.
• Interface with partner banks, networks, and payment processors to research and resolve processing issues, support onboarding workflows, and implement controls.
• Support documentation and communication of payment-related policies, processing timelines, and exception procedures.
• Collaborate cross-functionally to identify and drive opportunities for automation, cost reduction, fraud mitigation, operational efficiencies, and improved customer experience.
• Participate in working sessions and procedure reviews to ensure operational readiness for new payment features and rails.
• Maintain strong awareness of compliance considerations and network rules relevant to your daily functions (e.g., Nacha, UCC, Reg CC)

Payments Manager

• Act as a subject matter expert (SME) for card issuance and transaction processing, supporting internal teams across Banking, Customer Support, Risk, Marketing, Product and Engineering.
• Manage operational escalations related to card transactions, disputes, fraud monitoring, authorization issues, fulfillment delays, and cardholder servicing.
• Interface with issuing banks, processors, and card networks (e.g., Visa, Mastercard) to investigate and resolve processing exceptions, coordinate onboarding and KYC flows, and implement operational controls.
• Support documentation and communication of card-specific policies, including dispute handling, transaction monitoring, lifecycle management, and cardholder communications.
• Collaborate cross-functionally to identify and drive opportunities for automation, cost reduction, fraud mitigation, operational efficiencies, and a seamless cardholder experience.
• Participate in working sessions and procedure reviews to ensure operational readiness for new card products and features.
• Maintain strong awareness of card network rules, regulatory considerations, and industry best practices relevant to card-issuing operations.

Cards Manager

Controller

• Lead all accounting operations: GL, revenue recognition, AP/AR, payroll, consolidations, and equity accounting.
• Drive timely and accurate monthly closes and prepare internal and external financial statements under US GAAP.
• Oversee complex fintech accounting streams, including interchange, deposit interest, SaaS fees, and lending.
• Design and maintain internal controls for external audits and eventual SOX compliance.
• Own and improve our accounting systems; manage third-party integrations.
• Partner with Product and Engineering to automate financial workflows — including revenue data pipelines, ledger mapping, and reconciliations.
• Ensure audit-traceable processes for high-volume, tech-driven financial data.
• Work closely with FP&A to align financial reporting with operating metrics and forecasts.
• Support board and investor reporting — including gross margin tracking, cost structure analysis, and scenario planning.
• Lead technical accounting memos for complex arrangements, such as embedded finance, multi-entity structures, or vendor contracts.
• Lead external audits and coordinate with tax, legal, and compliance teams on filings and regulatory requirements.
• Prepare for future SOX and public company standards (as applicable).
• Stay current on evolving fintech regulation and accounting treatments (e.g., ASC 606, Fair value etc.).

Analytics Engineer

• Full stack analytics engineering development including building data models that ingest, transform, and make complex data usable to stakeholders and production level processes
• Influence and improve Novo’s data culture through systems, processes, training, and governance
• Support hypothesis driven, testing culture
• Collaborate cross functionally with data science, growth, marketing, product, and other parts of the business
• Improve and maintain a best-in-class modern data stack that powers decision making and insight generation
• Build and maintain data products that enable acquisition, increase customer lifetime value (NPV), and drive customer engagement