The analyst works across payments, risk, fraud, and compliance — supporting the Head of Payments and Risk, Fraud & Compliance Product Leader across all four functions.

Scope & Responsibilities

Dispute & Chargeback Operations

• Own dispute intake, evidence compilation, and resolution across all active payment processors and markets.
• Maintain resolution SLAs and win rate targets; identify and escalate systemic patterns to product and risk leads.
• Support development of internal dispute tooling as operational infrastructure matures.

Fraud Operations

• Execute fraud investigations and transaction reviews in partnership with the Risk, Fraud & Compliance Product Leader.
• Monitor flagged transactions through screening and decisioning tools; escalate blockers and maintain case records.
• Track fraud loss trends across markets and game titles; surface emerging attack patterns before they scale.

Payment Performance Monitoring

• Track authorization rates, payment success rates, decline codes, and fraud losses across processors and markets.
• Own post-launch metric reviews for new payment methods against defined performance thresholds.
• Build and maintain operational dashboards; flag anomalies before they become publisher-impacting incidents.

Customer Success Support

• Serve as the operational point of contact for payment-related customer requests escalated by Customer Success.
• Conduct deep dives into publisher payment performance, dispute trends, and fraud exposure — producing structured analysis that CS can use directly in publisher conversations.
• Support publishers during payment incidents: root cause investigation, timeline reconstruction, and remediation communication.

Process & Tooling

• Document operational workflows, maintain process runbooks, and identify automation opportunities.
• Partner with the Head of Payments, Risk & Compliance, and engineering to translate operational gaps into product or tooling improvements.

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