Associate Manager, Payment Analyst

Role Overview

Payment Analyst provides daily casework for Lilly Direct payment operations: dispute escalations, fraud arbitration, authorization-to-capture timing issues, payment accounting, refunds, reporting, and discrepancy resolution.

• Dispute/chargeback:
  Own case work from intake to resolution; prepare/submit representment/evidence by network deadlines; represent Lilly in fraud arbitration using Visa/Mastercard reason codes/rules; track win/loss and identify patterns/gaps.
• Authorization-to-capture & monitoring:
  Monitor authorization-to-capture timing for at-risk transactions; investigate/resolve timing issues with the Payment Service Provider and internal teams; monitor fraud/risk tools (e.g., IP-based detection) and escalation suspicious activity.
• Reconciliation & payment accounting:
  Support daily reconciliation of orders to settled/received payments (GBS-owned) by resolving discrepancies/unmatched records; perform SAP payment accounting/ledger work including tracking PSP fees and month-end accruals; resolve payment discrepancies with GBS/Finance/PSP.
• Refunds:
  Review/approve refunds per SOP and enter in PSP system; monitor execution end-to-end and contact patients if a refund fails.
• Reporting & analysis:
  Produce authorization/dispute/refund performance reporting; analyze trends/anomalies/fraud patterns; support audits with well-documented records.

• Bachelor’s degree.
• Must be authorized to work full-time in the U.S. (Lilly does not sponsor work authorization/visas).

• 2–4 years in payment operations/disputes/chargebacks (or equivalent).
• Chargeback/dispute process & reason codes (Visa/Mastercard).
• Finance/accounting/business/econ degree preferred.
• PSP familiarity (e.g., Adyen/Stripe) and dashboards; SAP/ERP for reconciliation; strong AI and Excel; fraud/risk tooling experience; strong analytical attention to detail; effective communicator/collaborator.
• Healthcare/pharma regulated industry experience and HIPAA-related familiarity; comfort with ambiguity.

• Full-time bonus eligibility (company/individual performance dependent).
• Comprehensive benefits program (401(k), pension, vacation, medical/dental/vision/prescription, flexible benefits, life/death benefits, leave, well-being).