Senior Settlement Operations Analyst

Expectations (In this role, you will)

• Lead investigations into complex settlement issues from intake through resolution, balancing financial accuracy, operational risk, and partner experience.
• Research and resolve payment discrepancies, adjustments, refunds, chargebacks, reconciliation issues, and account-level inquiries.
• Analyze transaction data using dashboards, spreadsheets, SQL, and internal tools to identify root causes and validate findings.
• Partner cross-functionally with Finance, Product, Engineering, Support, and Account Management to resolve issues and implement long-term improvements.
• Engage directly with merchants and external partners via email, Zoom, and occasional phone when needed to investigate issues and support resolution.
• Identify opportunities to automate, simplify, and scale operational workflows, documentation, and internal processes.
• Leverage AI tools to accelerate investigations, analyze data, improve documentation, draft communications, and increase operational efficiency.
• Support reconciliation, reporting, audits, and other operational initiatives as needed.

Experience (What we look for)

• 4+ years of experience in settlement operations, payments, fintech, finance operations, merchant services, reconciliation, or a similarly analytical operations role.
• Exceptional analytical and investigative skills with the ability to identify root causes, synthesize data, and make sound decisions.
• Advanced proficiency with Excel or Google Sheets and experience working with dashboards and transaction-level data. SQL proficiency is strongly preferred.
• Comfortable using AI as part of your daily workflow—not just for writing and communication, but to analyze data, accelerate investigations, automate repetitive tasks, summarize findings, and improve operational efficiency.
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly to both internal stakeholders and external partners.
• Strong attention to detail, sound operational judgment, and the ability to manage multiple priorities without sacrificing quality.
• A continuous improvement mindset with a track record of improving processes, reducing manual work, and driving operational excellence.
• Experience with Zendesk, Metabase, or discount programs is strongly preferred.