Senior Operations Support Analyst; On-Site

Job Summary

Senior Operations Support Analyst – key contributor in Merchant Operations driving chargeback management, reconciliation operations, and supporting the payments platform’s operational health. Works independently, applying analytical rigor to solve complex problems, build scalable processes, and document them. Exercises strong judgment prioritizing operational issues, resolving exceptions, and determining escalation paths. Partners closely with the Supervisor to identify inefficiencies, drive continuous improvement, and ensure operational issues are resolved at the appropriate level.

Chargebacks & Reconciliation

• Manage end-to-end chargeback intake, response, and resolution workflows with high ownership and accuracy.
• Monitor chargeback activity, track dispute rates against industry thresholds, and proactively escalade trends or anomalies.
• Identify operational risks, transaction anomalies, or processing trends and proactively escalade issues requiring broader review.
• Perform daily reconciliation and settlement operations, resolving exceptions promptly.
• Maintain accurate records and reporting to support audit readiness and operational transparency.
• Contribute to operational reporting and monitoring key performance indicators such as reconciliation accuracy, settlement timeliness, chargeback ratios, and exception resolution timelines.

Issue Documentation & Process Improvement

• Document system enhancements, bugs, and inefficiencies with clear steps to reproduce, expected versus actual behavior, and business impact.
• Serve as a structured voice for operational feedback, translating friction into actionable improvement requests.
• Partner with management to prioritize and track resolution of documented issues.

Process Development & Documentation

• Develop, maintain, and continuously improve standard operating procedures and operational documentation for Merchant Operations workflows.
• Ensure documentation is current, accessible, and reflective of actual workflows.
• Support onboarding and knowledge transfer by maintaining a well‑organized operational knowledge base.

Support Triage & Escalation

• Assess incoming operational requests, determine appropriate ownership paths, and redirect support activities to the appropriate team as warranted.
• Apply sound judgment to identify when issues require senior analyst engagement versus standard support handling.
• Act as a resource for the team on chargeback and reconciliation questions, providing guidance and peer support.
• Perform other duties as assigned.

• 5+ years of experience in payments operations, bank operations, reconciliation, or chargeback management.
• Strong analytical skills with the ability to identify patterns, document issues clearly, and drive resolution.
• Experience writing or maintaining operational procedures and process documentation.
• Experience with payment processing compliance (PCI/NACHA) or merchant data management.
• Background in a SaaS or fintech payments environment.

• Deep knowledge of the merchant payment lifecycle, including onboarding, chargeback management, reconciliation, and settlement across multiple processing environments.
• Proven ability to develop, maintain, and improve standard operating procedures that drive consistency and scalability.
• Strong analytical mindset to identify operational risks, monitor performance against industry benchmarks, and inform data‑driven decisions.
• Demonstrated ability to identify inefficiencies and champion improvements that reduce cost, improve effectiveness, and support organizational growth.
• Demonstrated ability to work independently and manage competing priorities without close supervision.
• Effective communicator with confidence to redirect work and escalade appropriately.
• Familiarity with Neumo payment processing relationships and environments, including Chase Pay Fac and other processing partnerships.

• Office setting with a moderate noise level.
• Individual workstation, using a telephone and computer.

• Remain seated for extended periods.
• Regular use of a computer and other office machinery such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Competitive benefits and compensation package.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non‑disqualifying physical handicap, and age.