Payment Operations Analyst

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you.

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.

• 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.

• 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.

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

• 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.

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

• 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.

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.

Onsite professional corporate/offic