Payments Operations Analyst

What You'll Do:

• Daily Operations & Monitoring

  • Monitor approval rates, decline reasons, and processing anomalies across all active PSPs using operational dashboards.

  • Flag deviations from baseline early and escalate with clear, source-backed evidence.

  • Track PSP uptime, incidents, and processor-side issues, and keep an operational log.

  PSP Escalations

  • Serve as the point of contact for PSP support channels (email, Slack, ticketing portals) on operational issues: failed transactions, missing settlements, KYC/AML holds, refunds, and chargebacks.

  • Draft clear, professional communications to PSPs in English, including the specific transaction IDs, timestamps, and amounts needed to resolve issues quickly.

  • Follow escalations through to closure and document root cause.

  Data Analysis & Reconciliation Support

  • Run and modify SQL queries to validate PSP volumes, settlements, fees, and approval metrics.

  • Support weekly and monthly PSP reconciliations by comparing processor reports, Databricks/Tableau data, bank settlements, and Finance records, respecting date basis, status semantics, and coverage boundaries.

  • Maintain and improve Google Sheets dashboards (advanced formulas, pivots, Apps Script where helpful).

  • Never sum, match, or close a reconciliation from memory or estimation; every figure must be measured from source.

  Documentation & Process

  • Update SOPs, runbooks, and PSP profiles as processes evolve.

  • Contribute to the reconciliation automation program by documenting current manual steps and edge cases so they can be codified in Databricks/Tableau/Corefy.

  Reporting

  • Prepare weekly operational summaries covering approval rates, volumes, incidents, and open escalations.

  • Support ad-hoc analyses requested by the Payments Ops Manager or Finance.

Must-Have Qualifications:

• • 5+ years in payments operations, PSP reconciliation, or fintech data analysis.

  • SQL proficiency, able to write, read, and debug queries independently; Databricks experience preferred.

  • Advanced Google Sheets skills, including complex formulas (INDEX/MATCH, QUERY, ARRAYFORMULA), pivot tables, and structured workbook design; Apps Script is a plus.

  • Direct PSP experience with settlements, chargebacks, refunds, decline codes, MID/gateway concepts, and reconciliation between processor and bank.

  • Fluent English, written and spoken, for daily PSP correspondence and internal communication.

  • Auditable working style: cites sources, distinguishes payment date vs. settlement date, and flags coverage gaps instead of guessing.

  • Reliable async communicator across Slack, email, and ticketing systems, comfortable working across time zones.

Nice to Have:

• • Spanish (working with a bilingual team).

  • Experience with any of: Worldpay, PayNearMe, MuchBetter, Rapyd, MassPay, crypto, Corefy.

  • Exposure to card, APMs, and alternative rails (bank transfers, wallets, cash-based).

  • Familiarity with Tableau or similar BI tools.

  • Experience with iGaming, poker, or high-volume consumer payments.

  • Compliance/AML/KYC operational awareness.