Payment Operations Analyst

SUMMARY

The Payment Operations Analyst supports the newly established Payment Operations function within CSH Business Operations as the client's e-commerce platform stands up in-house consumer payment infrastructure. This role is responsible for reconciling consumer payment transactions, supporting chargeback and dispute case management, monitoring fraud and payment risk, and producing key performance reporting.

Note: This role is distinct from traditional Accounts Payable/Vendor Invoice Processing. Target candidate backgrounds include payment operations, e-commerce trust & safety, or merchant risk/dispute analysis.

PRIMARY DUTIES

• Transaction & ERP Reconciliation: Reconcile consumer transactions (patient payments via Vendor Systems → SAP) to ensure accurate and timely recording; verify details and identify discrepancies. (Distinct from vendor invoice processing)
• Dispute & Chargeback Management: Handle chargeback and dispute case work escalated from the call center or flagged directly in the vendor dashboard using card network reason codes (Visa/Mastercard).
• Fraud & Risk Monitoring: Monitor fraud and risk tools within vendor systems, specifically utilizing IP-address-based fraud detection to evaluate payment risks and prevent anomalies.
• Reporting & Auditing: Produce volume and performance metrics (authorization rates, dispute win/loss ratios, refund volume) previously hand-assembled; generate analytical reports and participate in payment financial audits.
• Discrepancy Resolution & Collaboration: Investigate and resolve complex payment issues, facilitating refunds or adjustments in collaboration with customers, internal departments, external payment processors, and financial institutions.

COMPETENCY

• Analytical Thinking: Strong capacity to interpret payment data, evaluate volume trends, identify root causes of discrepancies, and make informed decisions.
• Problem Solving & Agility: Comfortable navigating ambiguity within a newly formed function; capable of troubleshooting complex transaction errors.
• Attention to Detail: High level of accuracy in processing, auditing, and reconciling financial transactions.
• Effective Communication: Ability to collaborate seamlessly with internal teams, third-party software vendors, payment processors, and financial institutions.

REQUIRED EDUCATION

• Bachelor’s degree in Finance, Accounting, Business Administration, Economics, or a related field.

EXPERIENCE

• Required: 3–5 years as a Payment Operations Analyst or an equivalent role.
• Required: Hands-on experience with Payment Service Provider (PSP) platforms (e.g., Adyen, Stripe) and their native reporting/dashboard tools.
• Required: Working knowledge of SAP or similar enterprise ERP systems for reconciliation and financial reporting.
• Required: Advanced Microsoft Excel skills; proficiency with payment gateways, processors, and automated reconciliation software.
• Preferred: Experience in pharmaceutical, healthcare, or another highly regulated industry.
• Preferred: Experience supporting a newly formed team or function.

LANGUAGE SKILLS

• Strong written and verbal communication skills in English to interact with cross-functional teams, call center leads, external vendors, and financial partners.

QUALIFICATIONS

• Familiarity with card network chargeback/dispute processes and reason codes (Visa/Mastercard).
• Familiarity with fraud detection tools and risk monitoring mechanics.
• Familiarity with healthcare data privacy considerations (e.g., HIPAA) as they apply to patient payment data.

PHYSICAL DEMANDS

Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment. Regular, repetitive movements such as typing, mouse movements, and scrolling. Ability to hear and understand spoken communications, both in person and via remote communication tools (e.g., phone, video conferencing). Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.

WORK ENVIRONMENT

Onsite professional corporate/office environment.

EXPECTED HOURS OF WORK

Standard business hours, onsite.

TRAVEL

Minimal to none required.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.