Senior Operations Support Analyst; On-Site

Senior Operations Support Analyst (On-Site)

Full Time Professional Fort Wayne, IN, US

7 days ago Requisition

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.

• 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; escape trends or anomalies proactively.
• Identify operational risks, transaction anomalies, or processing trends and proactively upscale 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.

• 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.

• 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.
• 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.

• 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.

• 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…