Business Analyst – Cardholder Services Platforms

We are seeking a highly organized and analytical Business Analyst to support the Disputes Central and Fraud Central platforms. This role will serve as a liaison between Cardholder Services, Operations, Product, Engineering, clients, and technology partners.

The Business Analyst will support production operations, client onboarding, requirements gathering, user acceptance testing, platform configuration, reporting, enhancements, and release management. The ideal candidate will have strong problem-solving skills, excellent communication abilities, attention to detail, and experience translating business needs into effective technology solutions.

Key Responsibilities

• Support the Disputes Central and Fraud Central platforms, including production issue resolution, root cause analysis, ticket management, escalation, remediation, and agent coaching.
• Lead UAT and testing for new client onboarding, configuration changes, product enhancements, mandates, patches, and platform releases.
• Gather business and operational requirements, perform gap and process analysis, write user stories, and submit enhancement requests.
• Support client onboarding, platform configuration, credentials, intake forms, rollout tracking, and related implementation activities.
• Manage user provisioning, access audits, release communications, user guides, training, and stakeholder demonstrations.
• Develop and maintain reporting using Snowflake, Quavo BI, Pega Insight, and G-Analytics.
• Support EPD initiatives, including APIs, data pipelines, data ingestion requirements, reporting, and other technical delivery needs.
• Act as a liaison between Operations, Product, Engineering, clients, and technology partners.
• Provide backup support for Disputes Central onboarding activities, including configuration tickets, Salesforce updates, client intake forms, credentials, URLs, and rollout tracking.
• Provide backup support for miscellaneous Fraud Central responsibilities and other activities as assigned.
• Identify recurring issues, operational risks, and process improvement opportunities.
• Prioritize enhancements and work requests based on business need, client impact, operational risk, and expected value.
• Maintain accurate documentation, testing evidence, user guides, and operational procedures.

Required Qualifications

• Bachelor’s degree in Business, Information Systems, Computer Science, Operations, or a related field; equivalent experience may be considered.
• Experience working as a Business Analyst, Systems Analyst, Operations Analyst, Product Analyst, or in a similar role.
• Experience gathering requirements and translating business needs into user stories, process documentation, or functional requirements.
• Experience coordinating UAT and managing defects through resolution.
• Strong analytical, problem-solving, and root cause analysis skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and work effectively across business and technical teams.
• Strong attention to detail and ability to work independently.
• Experience with ticketing, project management, reporting, or workflow tools.

Preferred Qualifications

• Experience in financial services, payments, banking, debit cards, fraud, disputes, or cardholder servicing.
• Experience with Quavo, Pega, Snowflake, Salesforce, SmartSheets, Quavo BI, G-Analytics, or similar platforms.
• Experience supporting client implementations or onboarding activities.
• Familiarity with APIs, data pipelines, data ingestion, and reporting design.
• Experience working in an Agile environment.
• Experience creating process flows, data mappings, test scripts, and acceptance criteria.