Senior Operations Support Analyst (On-Site)

Job Description

Job Description

Job Summary

The Senior Operations Support Analyst is a key contributor within the Merchant Operations function, driving chargeback management and reconciliation operations while supporting the broader operational health of the payments platform. This role operates with a high degree of independence, brings analytical rigor to complex problem-solving, and plays an active part in building the processes and documentation that scale Merchant Operations. The role also exercises strong judgment in prioritizing operational issues, resolving exceptions, and determining appropriate escalation paths.

This is a senior individual contributor role that partners closely with the Supervisor, Merchant Operations to identify inefficiencies, drive continuous improvement, and ensure operational issues are resolved at the right level.

Duties and Responsibilities:

Chargebacks & Reconciliation

• Manage end-to-end chargeback intake, response, and resolution workflows with a high degree of ownership and accuracy.
• Monitor chargeback activity and track dispute rates against industry thresholds; escalate trends or anomalies proactively.
• Identify operational risks, transaction anomalies, or processing trends and proactively escalate issues requiring broader operational, financial, or technical review.
• Perform daily reconciliation and settlement operations, identifying and resolving exceptions in a timely manner.
• Maintain accurate records and reporting to support audit readiness and operational transparency.
• Contribute to operational reporting and monitoring of key performance indicators including 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 vs. actual behavior, and business impact.
• Serve as a structured voice for operational feedback, translating day-to-day 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 Operation workflows.
• Ensure process 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 confidently redirect support activities to the appropriate team when warranted.
• Apply sound judgment to distinguish between issues requiring 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.

Education and Experience:

• 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 to 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.

Knowledge, Skills and Abilities:

• Payment Operations Expertise — Deep knowledge of the merchant payment lifecycle, including onboarding, chargeback management, reconciliation, and settlement across multiple processing environments.
• Process Standardization & Documentation — Proven ability to develop, maintain, and improve standard operating procedures that drive consistency and scalability.
• Analytical & Risk Mindset — Strong ability to identify operational risks, monitor performance against industry benchmarks, and drive data-informed decisions.
• Operational Innovation — Demonstrated ability to identify inefficiencies and champion improvements that reduce cost, increase effectiveness, and support organizational growth.
• Strong analytical skills with the ability to identify patterns, document issues clearly, and drive to resolution.
• Demonstrated ability to work independently and manage competing priorities without close supervision.
• Demonstrated ability to work independently and manage competing priorities without close supervision.
• Effective communicator with the confidence to redirect work and escalate appropriately.
• Familiarity with Neumo payment processing relationships and environments, including Chase PayFac and other processing partnerships.

Work Environment

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.
  

Physical Demands

• Must be able to 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.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

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.