Senior Business Analyst, Payments Process Optimization

Socket.dev; Hagerstown (MD); On-site; USD 51,000 - 71,000; Full time

Benefits offered by this job

Fuel Your Life program

Paid holidays

Mental health support

Employee Resource Groups

Professional growth

Insurance from day one

401k match

Tuition assistance

Parental and military leave

Job summary

Fiserv, a global leader in fintech and payments, is hiring a Senior Business Analyst to support the Process Management and Efficiency team for Bank of America. You will research issues, document complaint resolution activity, and identify opportunities to improve processes across teams.

This on-site role in Maryland involves analyzing data, guiding call center operations, and partnering with internal stakeholders to strengthen client satisfaction and operational efficiency.

Qualifications

• 3+ years in merchant processing or payments operations.
• Experience with complaint management and reporting.
• Strong data analysis and cross-functional communication.
• Bachelor's degree or equivalent experience in business/finance/operations.

Responsibilities

• Review and document complaint data to support reporting and resolution tracking.
• Research issues across merchant processing systems to identify trends and support timely resolution.
• Support call center teams with guidance on complaint handling and process improvement.
• Complete root cause analyses and document findings with accuracy.
• Partner with Bank of America teams to improve the complaint management program.
• Contribute to initiatives that improve workflows, reporting quality, and service outcomes.

Skills

Merchant processing

Complaint management

Operations support

Data analysis

Communication

Time management

Critical thinking

Education

Bachelor's degree in business/finance/operations

Tools

Client360

FDPOS

eMSA

Job description

Fiserv, a global leader in fintech and payments, is hiring a Senior Business Analyst to support the Process Management and Efficiency team for Bank of America. You will research issues, document complaint resolution activity, and identify opportunities to improve processes across teams.

This on-site role in Maryland involves analyzing data, guiding call center operations, and partnering with internal stakeholders to strengthen client satisfaction and operational efficiency.