Systems & Methods, Inc. (SMI)

Customer Support

• 24/7 call center facility
• Receive 100 to 150 inbound calls per shift and categorize calls according to SOPs and contracts
• Maintain understanding of policies and procedures
• Provide customer service via Email, Phone, Chat
• Other duties as assigned
• Equipment provided by SMI; must be returned upon separation

Customer Service Representative

Infrastructure Engineer

• Build and maintain the underlying infrastructure and platforms that support software application and services
• Implement tools and methodologies to automate processes, increase efficiency and ensure scalability within a hybrid infrastructure environment
• Implement and monitor security measures to protect data, applications and infrastructure hosted in the cloud
• Ensure reliability, performance and security of systems pertaining to firewalls, authentication and encryption
• Interact with clients and vendors based on daily operational needs and contractual obligations
• Responsible for the highest level of performance tuning and recovery procedures for mission critical enterprise systems
• Collaborate with architecture and development teams to evaluate and identify optimal cloud solutions
• Install, configure, and administer VMware, Hypervisor, Linux and Microsoft Service environments
• Be on-call and provide support services during off hours is required
• Perform scheduled night and weekend work is required
• Exhibit flexibility with work hours during software testing, maintenance, and implementation
• Work successfully in a fast-paced environment on multiple project priorities
• Able to work independently and as part of a team
• Communicate effectively both orally and in writing
• Travel on demand or as needed

Azure Infrastructure Engineer

Analyst

• Oversee resource allocation and optimize resource utilization across projects and departments.
• Lead projects related to payment processing and fintech solutions, managing requirements, timing, risks, issues, decisions, interdependencies, and milestones.
• Develop comprehensive project plans defining scope, objectives, deliverables, and timelines.
• Lead cross-functional teams to execute projects efficiently and effectively.
• Provide payment processing and fintech expertise to ensure compliance with industry standards and regulations.
• Manage project resources including team members, budgets, and technology.
• Identify project risks and develop mitigation strategies.
• Maintain stakeholder communication and project documentation, including status reports and requirement documents.
• Ensure project deliverables meet quality standards and adhere to best practices.
• Mentor and coach team members; use MS Project and Smartsheet to track progress.

Resource Analyst

Data Entry

Process child support payments, both paper and electronic form, in the SDU system in accordance with Standard Operating Procedures
Pay attention to detail
Accurately key data
Work independently with little direction and work as a team member
Meet stringent schedules and timelines
Work successfully in a fast-paced environment
Work varied schedules and overtime hours, as necessary

Data Entry Operator

• Analyze transactional and post-transactional data to detect and assess fraud trends, patterns, and anomalies.
• Perform dispute analytics for decision engine feedback and fraud strategy implementation requirements.
• Utilize tools such as SQL, Power BI, and other data visualization/analysis platforms to generate actionable insights.
• Record discrepancies between existing controls and the level of risk protection required, highlighting areas where enhancements are needed.
• Configure and optimize fraud rules within our card processor’s fraud platform to mitigate fraudulent events in real time.
• Identify and address general risks related to device security and website vulnerabilities, incorporating these insights into fraud prevention strategies.
• Collaborate with cross-functional teams, including compliance, IT security, customer service, and dispute resolution, to ensure seamless fraud prevention processes.
• Stay informed about industry trends and emerging fraud schemes to adapt strategies proactively.
• Create and deliver regular fraud reports and recommendations to stakeholders.
• Develop and maintain documentation of fraud prevention procedures, rule configurations, and response plans.

Customer Service Representative

Azure Infrastructure Engineer

Resource Analyst

Data Entry Operator

Fraud Analyst