[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.

Responsibilities

• Translate complex data signals into root-cause narratives and actionable operational or product recommendations
• Define success metrics, KPIs, monitoring frameworks, and develop predictive analytics mechanisms for Disputes and Fraud Ops
• Build enhanced metric and KPI frameworks that help identify emerging trends, performance shifts, and anomalies across Fraud Ops and Dispute Ops
• Conduct 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 processes
• Partner with Product, Engineering, Fraud Strategy, and Ops to evaluate and improve AI-enabled workflows, including automated decisioning, classification models, and agent augmentation tools
• Analyze model outputs, false positives/negatives, and decision accuracy to recommend enhancements
• Measure 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 interventions
• Surface statistically robust insights to inform go/no-go decisions and rollout strategies
• Develop 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 decisions
• Create concise, executive-level summaries that distill investigations into clear narratives with quantified impacts and recommended next steps
• Present Trust & Safety insights to senior leadership across Operations, Risk, Product, and Engineering
• Work closely with Operations, Risk, Product, and Engineering to ensure shared understanding of problems and alignment on solutions
• Proactively communicate progress, updates, timelines, and risks across stakeholders
• Help drive clarity in ambiguous environments, especially during live issues and emerging operational events

Skills

• Bachelor'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 Operations
• Advanced SQL skills (complex joins, window functions, CTEs)
• Proficiency in Python or R for experimentation, modeling, and data analysis
• Strong understanding of statistics, causal inference, experiment design, and anomaly detection
• Experience analyzing automation systems, risk models, or ML-driven workflows
• Experience with BI tools such as Looker or Mode
• Experience in fintech, digital banking, payments, fraud, or Trust & Safety environments
• Experience evaluating or supporting AI/ML systems, including monitoring false positives/negatives and model performance
• Ability to break down ambiguous issues into structured analytical frameworks
• Strong understanding of how product, operations, and engineering intersect in Trust & Safety domains
• Outstanding written and verbal communication skills, especially in synthesizing complex topics for executives
• Proven track record of taking end-to-end ownership of cross-functional initiatives
• Ability to drive alignment and decision-making across teams
• Mindset of strong ownership and urgency, proactive communication, and a bias toward action and clarity

Benefits

• Full-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 commute
• Competitive salary based on experience
• 401k match plus great medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness related expenses
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access 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 Overview

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