Chargeback Analyst

Job Summary The Chargeback Analyst validates and processes debit and credit memos (trade chargebacks issued to wholesalers and distributors under contract and pricing agreements) within Model N, working across trading partner accounts that represent more than $600M in annual volume. As part of an integrated Customer Operations team spanning Master Data, Order Management, Chargebacks, and Product Returns, this role manages day-to-day communication with chargeback vendors, wholesalers, and distributors to resolve errors and keep accounts current. Using internal reporting tools, the Analyst tracks error and dollar trends to catch revenue leakage early, paying particular attention to issues that recur, tracing them to root cause and partnering with Membership, IT, or Finance to resolve them at the source. What the Customer Operations Team Does The Customer Operations team protects contract integrity, prevents revenue leakage, and ensures transactional data precision across the order-to-cash lifecycle. Operating as a single, connected unit covering Returns, Chargebacks, Order Management, and Customer Master Data, the team: Secures Revenue: Validates, audits, and settles commercial transactions in alignment with commercial and government contracts. Advances Customer-Centric Operations: Streamlines processes and leverages systems to remove manual complexity, enabling consistent execution and strong cross-functional alignment. Drives System Integrity: Optimizes core platforms to support accurate pricing, reliable transaction processing, and seamless data flow across the organization. Shapes the Customer Experience: Interprets complex commercial policies, resolves disputes, and manages reverse logistics to ensure a consistent and trusted customer journey. What You'll Do Adjudicate & Validate Chargebacks: Review daily chargeback transactions against contract and pricing terms, making sure credits are issued accurately within Model N's 3-5 day window. Research and resolve errors directly, looping in the Senior Analyst or Manager when an issue points to a systemic problem. Reconcile Multi-Channel Transactions: Adjudicate and reconcile high-volume EDI 844 and 844 resubmission transactions, along with manual claims, across distributor and direct purchase channels. Strengthen Data Integrity: Work with the Membership Analyst to track down customer misalignments and bad data trends. Use cleaned customer master data to process accurate transactions, and flag recurring rejection patterns so they can be corrected at the source. Track Trends & Report: Use internal reporting tools, including Power BI, to track trends in claim submissions and dollar impact, and share findings with Account Managers and Finance. Prepare for Account Reviews: Prepare materials for scheduled business reviews with wholesalers and distributors, track error trends, and follow up on open action items. Reconcile Order-to-Cash Activity: Work with Accounts Receivable on customer credit clearance, keeping chargeback processing on pace with department KPIs. Contribute to Cross-Functional Projects: Join cross-functional initiatives and system testing as needed, working with IT on enhancements and production support. Assist with Audits & Compliance: Investigate claims and compile documentation to support internal and external audits, under the guidance of the Senior Analyst or Manager. What You Bring Experience: Minimum of 1-3 years of experience in commercial operations, data entry, finance, or contract administration. Analytical Rigor: Comfortable working with large, rule-based datasets and turning raw data into clear, concrete conclusions. Strong attention to detail and an instinct for spotting patterns and tracking down the source of a discrepancy. Technical Proficiency: Comfortable in MS Excel; experience with SQL, Power BI, or similar reporting tools is a plus. Education: BA/BS preferred, in business, finance, data analytics, computer science, or a related field. Who You Are Eager to Grow: Wants to build specialized trade-chargeback expertise from the ground up. Picks up systems and processes quickly and asks questions when something falls outside standard procedure. A Problem Solver: Notices when the same issue keeps showing up, not just one-off mistakes, and enjoys tracing it back to the root cause. Willing to loop in the right people, even outside the immediate team, to fix it rather than just report it. A Clear Communicator: Solid written and verbal communication skills, with the ability to document your work clearly for teammates and stakeholders. Adaptable and Collaborative: Comfortable multi-tasking in a fast-paced environment and working well within a team. #GTA #J-18808-Ljbffr