Business Analyst - Merchant Services Disputes
IT · Full-time
Tampa, FL, USA
Help transform the end-to-end merchant chargeback experience in JPMorganChase by turning operational data into clear insights and scalable improvements. Partner across operations, product, and technology to define requirements and drive testing and rollout of smarter processes and controls. If you thrive on ownership, customer-first problem solving, and a strong risk mindset, this role is built for you.
As a Business Analyst within Merchant Services Disputes (Chargebacks) in JPMorganChase’s Corporate & Investment Bank (CIB), you will help strengthen the end-to-end chargeback experience by improving how we support merchants and resolve escalations. You will analyze operational performance, identify drivers of errors and rework, and translate insights into practical process, control, and technology enhancements. In this role, you will partner with cross-functional stakeholders to gather requirements, support delivery/testing, and help ensure solutions are implemented smoothly. You will operate with strong ownership, a customer-first mindset, and a commitment to a robust risk and control environment.
Job Responsibilities
- Analyze dispute/chargeback workflow performance (quality, productivity, rework, and escalation trends) and deliver clear insights and recommendations.
- Identify process improvement opportunities, challenge the status quo, and support implementation of efficiencies that improve merchant and customer outcomes.
- Elicit, document, and validate business requirements; translate needs into well-defined process maps, user stories, and acceptance criteria.
- Serve as a liaison across operations, product/technology, and management to ensure alignment on scope, timelines, and expected outcomes.
- Support testing and implementation activities (test planning, UAT support, defect triage, rollout readiness), contributing to effective change management.
- Promote consistent execution of operational controls, policy adherence, and accurate documentation; escalate issues and support remediation efforts.
- Contribute to a high-performing, inclusive team environment through everyday leadership, clear communication of priorities, and continuous self-development.
Required qualifications, skills, and capabilities:
- Ability to map workflows, identify root causes, and design practical, scalable improvements.
- Comfort working with operational data within Excel and other programs to spot trends and tell a clear story
- Skilled at interviewing stakeholders, clarifying needs, and documenting actionable requirements.
- Demonstrates sound judgment, attention to detail, and commitment to policy, integrity, and escalation protocols.
- Clear written/verbal communication and ability to influence outcomes across diverse teams and backgrounds.
Preferred qualifications, skills, and capabilities:
- SQL/Power BI/Tableau experience a plus
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Improve merchant chargeback ops: analyze performance, find root causes, define reqs, support testing/controls.