Business Analyst - Merchant Services Disputes

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