Associate Manager, Payment Analyst

About the role

LillyDirect is Eli Lilly's direct-to-consumer pharmacy platform, building enterprise-grade payment infrastructure to support this mission. We are seeking Payment Analysts to handle the day-to-day work of keeping patient payments accurate, fair, and fast.

Responsibilities

• Dispute Escalations & Fraud Arbitration
• Own dispute/chargeback case work escalated from the call center or flagged directly in the Payment Service Provider's dashboard, from intake through resolution
• Prepare and submit chargeback representment/evidence packages within card network deadlines
• Represent Lilly in fraud arbitration cases, applying working knowledge of Visa/Mastercard reason codes and network rules
• Track dispute win/loss outcomes and flag patterns that point to process, product, or fraud-control gaps
• Authorization-to-Capture & Transaction Monitoring
• Maintain authorization-to-capture timing to identify transactions at risk of expiration or failed capture
• Investigate and resolve authorization-to-capture timing issues in partnership with the Payment Service Provider and internal teams
• Monitor fraud/risk tools in the Payment Service Provider's system, including IP-address-based fraud detection, and escalate suspicious activity
• Reconciliation & Payment Accounting
• Support daily reconciliation of orders to payments settled/received — owned by GBS — by investigating and resolving flagged discrepancies and unmatched records
• Perform payment accounting and ledger operations in SAP, including tracking transaction, scheme, and Payment Service Provider fees and supporting month-end accruals
• Investigate and resolve payment discrepancies in partnership with GBS, Finance, and the Payment Service Provider, distinct from vendor invoice processing
• Refunds Processing
• Review and approve refund requests per SOP, including full-refund decisions, and enter approved refunds in the Payment Service Provider system
• Monitor refund execution end to end and communicate with patients directly if a refund fails
• Reporting & Data Analysis
• Produce volume/performance reporting — authorization rates, dispute win/loss, refund volume — currently hand-assembled by the team
• Analyze payment trends and transaction data to identify anomalies, fraud patterns, and areas for process improvement
• Support financial audits related to payment activities with accurate, well-documented case records

Requirements

• Bachelor's degree
• Qualified applicants must be authorized to work in the United States on a full-time basis

Qualifications

• 2–4 years as a Payment Operations Analyst, dispute/chargeback analyst, or equivalent role
• Working knowledge of card network chargeback/dispute processes and reason codes (Visa/Mastercard)
• Familiarity with Payment Service Provider platforms (e.g., Adyen, Stripe) and their reporting/dashboard tools
• Working knowledge of SAP or a similar ERP system for reconciliation and financial reporting
• Strong AI and Excel skills; experience with reporting/dashboard tools a plus
• Experience with fraud detection or risk monitoring tooling
• Strong attention to detail and analytical skills for interpreting payment data and spotting trends or discrepancies
• Effective communicator, comfortable collaborating with internal teams, the Payment Service Provider, and financial institutions
• Experience in pharmaceutical, healthcare, or another highly regulated industry a plus
• Familiarity with healthcare data privacy considerations (e.g., HIPAA) as they relate to payment data
• Comfort supporting a newly formed team or function and working with ambiguity

Skills & Preferences

• Additional skills and preferences include:
• Experience in pharmaceutical, healthcare, or another highly regulated industry
• Familiarity with healthcare data privacy considerations (e.g., HIPAA) as they relate to payment data
• Comfort supporting a newly formed team or function and working with ambiguity

Reports to

Sr. Director, LillyDirect Payment Service Delivery