[Remote] Insights Analyst, Dispute Experience

Note: The job is a remote job and is open to candidates in USA. Chime is a financial technology company dedicated to helping individuals achieve financial progress. They are seeking an Insights Analyst to support the Trust & Safety Pillar by delivering analytical insights across various operations, driving operational efficiency, and enhancing decision-making processes. The role involves collaborating with multiple teams to diagnose risks and develop recommendations based on data analysis.ResponsibilitiesTranslate complex data signals into root-cause narratives and actionable operational or product recommendationsDefine success metrics, KPIs, monitoring frameworks, and develop predictive analytics mechanisms for Disputes and Fraud OpsBuild enhanced metric and KPI frameworks that help identify emerging trends, performance shifts, and anomalies across Fraud Ops and Dispute OpsConduct in-depth workflow and lifecycle analyses—such as examining interaction patterns, segment behaviors, and before/after performance changes—to identify friction points, root causes, and opportunities to improve Trust & Safety processesPartner with Product, Engineering, Fraud Strategy, and Ops to evaluate and improve AI-enabled workflows, including automated decisioning, classification models, and agent augmentation toolsAnalyze model outputs, false positives/negatives, and decision accuracy to recommend enhancementsMeasure operational and member impact of automation changes and support the design of new AI features (e.g., routing logic, contact summarization, anomaly detection)Design and evaluate A/B tests, policy changes, rule deployments, workflow adjustments, and operational interventionsSurface statistically robust insights to inform go/no-go decisions and rollout strategiesDevelop sizing models that quantify the operational, financial, and member impact of proposed policy, workflow, or automation changes, providing clear forecasts that support data-driven rollout decisionsCreate concise, executive-level summaries that distill investigations into clear narratives with quantified impacts and recommended next stepsPresent Trust & Safety insights to senior leadership across Operations, Risk, Product, and EngineeringWork closely with Operations, Risk, Product, and Engineering to ensure shared understanding of problems and alignment on solutionsProactively communicate progress, updates, timelines, and risks across stakeholdersHelp drive clarity in ambiguous environments, especially during live issues and emerging operational eventsSkillsBachelor's degree in a quantitative field (Statistics, Data Science, Economics, Mathematics, Computer Science, Engineering)5+ years in analytics, ideally in Trust & Safety, Fraud, Risk, or Support OperationsAdvanced SQL skills (complex joins, window functions, CTEs)Proficiency in Python or R for experimentation, modeling, and data analysisStrong understanding of statistics, causal inference, experiment design, and anomaly detectionExperience analyzing automation systems, risk models, or ML-driven workflowsExperience with BI tools such as Looker or ModeExperience in fintech, digital banking, payments, fraud, or Trust & Safety environmentsExperience evaluating or supporting AI/ML systems, including monitoring false positives/negatives and model performanceAbility to break down ambiguous issues into structured analytical frameworksStrong understanding of how product, operations, and engineering intersect in Trust & Safety domainsOutstanding written and verbal communication skills, especially in synthesizing complex topics for executivesProven track record of taking end-to-end ownership of cross-functional initiativesAbility to drive alignment and decision-making across teamsMindset of strong ownership and urgency, proactive communication, and a bias toward action and clarityBenefitsFull-time employees are also eligible for a bonus, competitive equity package, and benefits.Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location.Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commuteCompetitive salary based on experience401k match plus great medical, dental, vision, life, and disability benefitsGenerous vacation policy and company-wide Chime Days, bonus company-wide paid days off1% of your time off to support local community organizations of your choiceAnnual wellness stipend to use towards eligible wellness related expensesUp to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parentsAccess to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!Company OverviewChime is a financial technology company that offers mobile banking services. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.chime.com.Company H1B SponsorshipChime has a track record of offering H1B sponsorships, with 1 in 2023, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.