Business Analyst

Job description

We are looking for a Business Analyst to join the Antifraud & Disputes team and take ownership of the Dispute Management direction. The team is responsible for managing customer transaction disputes, including fraud-related claims, chargebacks, and cases where customers experience issues with purchased goods or services. Dispute Management is a complex end-to-end process involving customer support, operations, payment processing, and internal banking systems. In this role, you will focus on optimizing dispute resolution processes, reducing operational and compensation costs, and improving customer experience. You will work at the intersection of product development, operations, analytics, and technology, driving initiatives to automate manual workflows, improve decision-making, and make dispute handling more efficient and scalable. Challenges that await you: • Taking end-to-end ownership of Dispute Management processes, identifying bottlenecks and opportunities for optimization and automation • Analyzing and improving key business metrics, including Operational Cost and Compensation Cost, and evaluating the impact of proposed initiatives • Improving dispute decision-making processes, including the development of scoring and automated decisioning solutions • Gathering, analyzing, and documenting business requirements, user stories, acceptance criteria, and process flows for development teams • Coordinating cross-functional initiatives involving Product, Engineering, CRM, Payment Processing, Analytics, and Operations, managing dependencies, priorities, and timelines • Working closely with operational teams to investigate existing issues, improve workflows, and increase dispute resolution efficiency • Formulating and prioritizing improvement hypotheses based on product and operational metrics • Supporting delivery throughout the full development lifecycle, from discovery and requirements gathering to implementation, release, and post-launch performance …