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.
Skills Required
- Bachelor's degree in Business, Finance, Accounting, Information Systems, Operations, or a related field
- 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 credit and debit card processing
- Working knowledge of merchant account management
- Working knowledge of authorization and settlement processes
- Working knowledge of chargebacks and disputes
- Working knowledge of payment gateways and processors
- Working knowledge of 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
- 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
What We Do
Carestream Dental is transforming dentistry, simplifying technology and changing lives around the world with innovative digital dental systems, solutions and support. From intraoral and extraoral imaging equipment to CAD/CAM solutions, imaging analysis software and practice management systems, practitioners rely on Carestream Dental to drive transformation in the industry. Carestream Dental technology captures two billion images annually and helps practitioners deliver more precise diagnoses, improved workflows and superior patient care. For more information, please visit carestreamdental.com.
