SupportNinja

• Collect, clean, organize, and process sets of basic data from various sources • Validate the accuracy and completeness of the structured datasets • Inserts customer and account data by inputting text based and numerical information from source documents within the time constraint • Opens and maintains customer accounts by recording account information • Prepares work to be accomplished by gathering information and materials • Navigates through a conversation flow to uncover business needs, understand business needs, and position account products as a compelling solution • Maintain data integrity and security • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned

• Manage and oversee the QA process for production assets, including coupons, rebates and vendor load to card offers • Conduct rigorous MECH reviews across all offers, assets and clients, ensuring familiarity with client specific requirements • Review and ensure accuracy in barcode creation, scanning and the overall validation processes • Assess printer proofs and load to card proofs from vendors, verifying quality, accuracy and compliance with client specifications • Organize and maintain QA assets and documentation in SharePoint, partnering with the Enterprise Optimization team as needed • Participate in quality audits across projects and client portfolios, collaborating with production managers, track leads and the Enterprise Optimization team • Collaborate with production managers, administrative assistants and the production track lead to communicate QA findings and required edits • Support research assignments and special agency projects as needed • Identify opportunities to refine internal QA / MECH processes and improve documentation storage methods

• Principal artists for all Tier-3 print and digital design under Creative Director’s guidance • Serve as creative leads on specific high tier projects from concept to final delivery • Provide continuing mentoring and design-specific education to production artists/and partners via one-on-ones and presentations • Manage and prioritize high tier projects • Complete assigned design/production tasks, from concept to final delivery • Design original artwork, including ads, coupons, and POS promotions • Produce hi-fidelity digital comps/layouts for responsive microsites • Refine/retouch/clip and mask images • Review and follow client brand standards and guidelines • Collaborate internally to conceptualize and execute creative solutions that can be translated across various media platforms • Work with account and design teams to ensure deadlines are met • Stay up to date with industry tools and trends • Prepare creative concepts and present to management and PMO/Account teams for collaboration and approval • Apply pre-press modifications to artwork to meet defined production specs • Maintain and support library of creative/client assets

• Maintain accurate financial records and prepare reports in compliance with government-mandated tax requirements and company accounting standards • Process high volumes of accounts payable, accounts receivable, and general ledger transactions accurately and efficiently • Reconcile accounts and bank statements, identifying and resolving discrepancies and escalating issues as needed • Own account reconciliations through the month-end closing process • Ensure adherence to Generally Accepted Accounting Principles (GAAP) and internal accounting controls • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Vetting & Eligibility Review: Daily review and processing of organization eligibility requests, address verifications, and name/identity checks through internal queues (EFT, Standard Vetting, Enhanced Vetting). • Financial Operations & ACH/EFT Processing: Processes Electronic Funds Transfers (EFT) daily and handles ACH/NOC processing on a weekly cycle. • Data Management & Reporting: Produces a daily operations snapshot and contributes data for the weekly slide deck and monthly metrics reporting package. • Compliance & Risk Screening: Runs and reviews Membercheck batch scan results on a weekly basis to identify potential compliance flags. • Support & Escalation Handling: Manages the Zendesk support ticket queue and the Requested Changes Queue daily.

• Vetting & Eligibility Review: Daily review and processing of organization eligibility requests, address verifications, and name/identity checks through internal queues (EFT, Standard Vetting, Enhanced Vetting). • Conducts in-house compliance reviews, manages the NPO Sync Queue, and performs one-off eligibility assessments as exceptions arise. • Keeps the vetting playbook current with procedural updates. • Financial Operations & ACH/EFT Processing: Processes Electronic Funds Transfers (EFT) daily and handles ACH/NOC processing on a weekly cycle. • Reviews outstanding checks across all bank accounts, manages holds on organizations with stale or unresolved checks, and imports stale check data into TDS and Wells Fargo systems on a monthly basis. • Data Management & Reporting: Produces a daily operations snapshot and contributes data for the weekly slide deck and monthly metrics reporting package. • Maintains the DC file share to ensure records are organized and accessible. • Periodically reviews upcoming Panorama CRM renewals to support account continuity. • Compliance & Risk Screening: Runs and reviews Membercheck batch scan results on a weekly basis to identify potential compliance flags. • Works within established vetting standards to ensure organizations meet eligibility requirements before funds are released or accounts are activated. • Support & Escalation Handling: Manages the Zendesk support ticket queue and the Requested Changes Queue daily. • Responds to escalations from Sales and Account Management teams via email and handles ad hoc compliance or eligibility questions. • Participates in team stand-ups, one-on-ones, and cross-functional meetings.

• Review and maintain knowledge assets to ensure documentation accurately reflects current products, services, policies, processes, and operational procedures. • Coordinate with subject matter experts and business stakeholders to validate, update, approve, and publish knowledge content in a timely manner. • Manage the lifecycle of knowledge assets, including content reviews, revisions, archival activities, and publication schedules. • Identify, document, prioritize, and resolve knowledge gaps identified through operational feedback, quality reviews, exception trends, customer interactions, and business changes. • Organize, structure, categorize, and tag knowledge content to improve searchability, accessibility, and information retrieval across knowledge management platforms. • Review and integrate new or revised documentation while ensuring consistency, accuracy, and adherence to documentation standards. • Conduct periodic audits of knowledge repositories to verify content quality, relevance, completeness, and organizational consistency. • Monitor changes to products, services, systems, policies, and business processes to ensure knowledge assets remain current and aligned with operational requirements. • Maintain documentation standards, governance practices, version control, and knowledge management processes that support organizational consistency and compliance. • Develop reports and metrics related to knowledge quality, content health, documentation currency, and knowledge management activities. • Collaborate with Operations, Quality, Training, Product, Technology, and other cross-functional teams to support continuous improvement initiatives and operational readiness. • Identify opportunities to improve knowledge management processes, content organization, documentation standards, and overall knowledge effectiveness. • Adhere to company policies and procedures. • Meet or exceed performance targets for related KPIs. • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. • Collaborate with other departments as needed. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times. • Perform other duties as assigned.

• Analyze AI-generated outputs, operational data, and performance metrics to identify opportunities for optimization and improved business outcomes. • Design, test, and validate prompt, workflow, and configuration changes to improve AI accuracy, consistency, and operational effectiveness. • Monitor AI performance following implemented changes to measure results, validate improvements, and identify additional optimization opportunities. • Document optimization activities, testing methodologies, results, and recommendations to support knowledge sharing and ongoing improvements. • Collaborate with Quality, Knowledge Management, Governance, Operations, Product, and Technology teams to prioritize optimization initiatives and implement approved improvements. • Analyze recurring quality issues, exception trends, customer feedback, and operational data to identify opportunities for AI enhancement. • Support controlled testing, pilot programs, and performance evaluations for new AI capabilities, workflows, and operational improvements. • Develop reports, dashboards, and performance summaries that communicate optimization results, trends, and recommendations to business stakeholders. • Maintain documentation related to prompts, testing activities, optimization history, and performance outcomes in accordance with governance standards. • Identify opportunities to improve optimization methodologies, testing processes, operational workflows, and AI performance through continuous improvement initiatives. • Adhere to company policies and procedures. • Meet or exceed performance targets for related KPIs. • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. • Collaborate with other departments as needed. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

• Help customers understand the platform and the tools that can help them propel their business forward. • You will work directly with end users to address questions or technical issues. • Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support). • Work cross functionally to explain issues and escalate as needed. • Train customers on capabilities within the platform/product and best practices. • Create the best customer experience in the industry.

• Respond promptly and professionally to customer inquiries via phone, email, and/or chat • Provide accurate information about products and services to customers • Resolve customer issues in a timely and efficient manner • Follow up with customers to ensure that their issues have been resolved to their satisfaction • Properly and accurately document customer interactions in the organization’s CRM • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times