Payment Operations Analyst, DPMS

POSITION SUMMARY:

The Payments Operations Analyst is responsible for supporting the daily operations of our integrated payments segment within our Dental Practice Management business.  The analyst serves as a key operational resource between payment processors, internal business teams, implementation teams, finance, customer support, product, engineering, and merchant customers. The ideal candidate is highly analytical, detail-oriented, and experienced in payment processing operations, transaction analysis, merchant services, and operational process improvement.

KEY/SPECIFIC JOB RESPONSIBILITIES:

Payment Processing Operations

• Monitor daily payment processing activity and ensure accurate transaction processing, funding, and settlement.
• Investigate and resolve payment exceptions including declines, chargebacks, refunds, settlement variances, and processing errors.
• Partner with processors, banking partners, and internal teams to identify root causes, improve performance, and automate operational processes.
• Utilize AI tools to provide deep analysis, establish agents to support manual tasks, and pursue more efficient internal processes.

Merchant Operations

• Support merchant onboarding, activation, account maintenance, and operational account changes.
• Coordinate merchant setup activities with implementation teams, processors, and internal stakeholders.
• Manage onboarding pipelines, account updates, platform migrations, and processor conversions to ensure timely execution.

Reconciliation and Financial Operations

• Perform reconciliation of payment transactions, settlements, bank activity, and internal reporting systems.
• Research and resolve funding, settlement, fee, refund, chargeback, and payout discrepancies.
• Validate processor reporting and partner with Finance to ensure financial accuracy and operational integrity.

Reporting and Analytics

• Develop and maintain operational reports, dashboards, and key performance indicators (KPIs).
• Analyze payment performance metrics, identify trends and risks, and deliver actionable business insights.
• Support strategic initiatives, leadership reporting, and operational decision-making through data analysis.

Compliance and Risk Management

• Maintain operational controls that minimize processing risk, financial exposure, and fraud.
• Ensure compliance with company policies, processor requirements, and payment industry standards.
• Develop and maintain process documentation, procedures, and operational controls.

Cross-Functional Collaboration and Process Improvement

• Serve as the operational liaison between payments, product, engineering, finance, customer-facing teams, and external partners.
• Lead root-cause analysis and resolution of payment-related incidents, escalations, and operational challenges.
• Drive process improvements, automation initiatives, and strategic projects that enhance scalability and efficiency.

REQUIRED QUALIFICATIONS:

• Bachelor's degree in Business, Finance, Accounting, Information Systems, Operations, or related field preferred.
• 2+ years of experience in payments, merchant services, financial operations, fintech, or a related analytical role.
• Strong process design, analysis, and modification skills.
• Working knowledge of payment processing concepts, including:
  • Credit and debit card processing
  • Merchant account management
  • Authorization and settlement processes
  • Chargebacks and disputes
  • Payment gateways and processors
  • ACH payment processing
• Strong analytical and problem-solving skills.
• Intermediate proficiency in Microsoft Excel.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

PREFERRED QUALIFICATIONS:

• Experience supporting integrated or embedded payment solutions within a vertical SaaS environment.
• Experience working with payment processors such as Global Payments, Payrix, Worldpay, TSYS, Fiserv, Stripe, Adyen, or similar providers.
• Experience with payment reconciliation, settlement reporting, and merchant support operations.
• Knowledge of PCI DSS standards and payment security best practices.