Payment Escalation Specialist

Caesars Entertainment • Las Vegas, NV

6d • Onsite

About The Position

The Payment Escalation Specialist manages escalations from Customer Support and VIP Support related to payment issues, investigating and resolving concerns using back-office payment systems and tools while ensuring accuracy and timely resolution. The role also serves as a point of contact for escalations originating outside Customer Support, including Executive, Marketing, and Regulatory complaints. Success requires professionalism, strong communication skills, attention to detail, and the ability to multitask in complex situations.

The position supports the Payments Support team through administrative and operational work, cross-department collaboration, clear communication, and contributions to process improvement and a positive team culture. Regular in-office attendance is required. The role may require working nights, weekends, and holidays as needed.

Requirements

• At least 6 months of experience in a Payments role using payment systems or back-office financial tools.
• Strong attention to detail and ability to identify discrepancies and follow procedures accurately.
• Excellent written and verbal communication skills.
• Ability to multitask effectively in a fast-paced environment.
• Availability to work nights, weekends, and holidays as needed.
• Professional, calm, and patient approach to escalations and difficult situations.
• Strong initiative, proactivity, and willingness to take ownership.
• Ability to work independently with minimal supervision.
• Strong prioritization and organizational skills.
• Confidence in assessing situations and making well-informed decisions.
• Ability to obtain work authorization and any required regulatory licensing.
• Successful completion of a background check and drug screen.
• Ability to sit for extended periods.
• Ability to type and communicate by email.
• Regular in-office attendance.

Responsibilities

• Investigate and resolve payment-related customer issues within strict SLAs while maintaining accuracy and professionalism.
• Use payment processing systems and back-office tools to research deposits, withdrawals, and transaction discrepancies.
• Partner with Customer Support Managers to review trends, data insights, and process improvement opportunities.
• Build strong working relationships across departments and organizational levels.
• Handle escalated concerns with a calm, patient, and solution-driven approach.
• Support administrative and operational tasks within the Payments Support team.
• Perform additional duties that contribute to overall payments operations as assigned.
• Maintain clear, timely communication across the Customer Support environment.
• Help promote a consistent, engaging, and positive team culture.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed