Associate Manager, Payment Analyst

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. 

About LillyDirect

LillyDirect is Eli Lilly's direct-to-consumer pharmacy platform, bringing life-changing medicines directly to patients. We are building enterprise-grade payment infrastructure to support this mission, and we are looking for analysts who want to be hands-on with the day-to-day work of keeping patient payments accurate, fair, and fast.

Role Overview

When a patient's payment doesn't go through, they don't experience a systems issue — they experience something standing between them and their medicine. The Payment Analyst handles the daily case work that keeps the LillyDirect payment operation running: dispute escalations, fraud arbitration, and authorization-to-capture timing issues, alongside payment accounting, refunds, and the reporting and discrepancy-resolution work that comes with a newly stood-up payment function.

This role works cases escalated from the call center or flagged directly in our Payment Service Provider's dashboard, represents Lilly in the arbitration/representment process on disputed transactions, and monitors for fraud and payment risk using our Payment Service Provider's tools.

Key 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

• Monitor authorization-to-capture timing to identify transactions at risk of authorization 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

Basic Requirements

• Bachelor's degree

• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1

Additional Skills & Preferences

• 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)
• Bachelor's degree in Finance, Accounting, Business Administration, Economics, or a related field
• 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

Reports to Sr. Director, LillyDirect Payment Service Delivery

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

$58,500 - $137,500

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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