Payment Operations and Escalation Analyst

Caesars Sportsbook•Spring Valley, NV

About The Position

Caesars is hiring a Payments Operations & Escalations Analyst for its Jersey City team. The role supports payment operations, fraud prevention, and customer escalations, using analytical and investigative skills, strong communication, and a customer-focused approach. The analyst works with Compliance, Investigations, Customer Service, Product, and Operations to provide a seamless and secure payment experience. The position suits a detail-oriented, proactive professional who can solve complex payment issues in a fast-paced environment. Responsibilities include reviewing customer wire requests, monitoring payment reports, investigating payment inquiries and fraud, identifying technical issues, supporting Customer Service with escalations, and working across teams to improve processes and customer experience. The analyst also supports payment-related projects tied to regulatory, compliance, and operational requirements. The role requires at least two years of relevant experience in payments, fraud prevention, risk operations, or a related e-commerce field; advanced Microsoft Excel proficiency; strong data analysis, organizational, problem-solving, communication, and collaboration skills; and an understanding of card-not-present payment environments and processing workflows. Experience in a highly regulated industry is preferred. Flexibility to work evenings, weekends, and holidays may be required as business needs dictate.

Requirements

At least 2 years of experience in payments, fraud prevention, risk operations, or a related field within an e-commerce environment.
Advanced proficiency in Microsoft Excel and strong data analysis skills.
Excellent organizational skills and ability to manage multiple priorities simultaneously.
Strong problem-solving abilities and a track record of driving issues through resolution.
Outstanding communication, collaboration, and interpersonal skills.
Ability to work effectively across multiple departments and stakeholders.
Understanding of card-not-present (CNP) payment environments and payment processing workflows.
Flexibility to work evenings, weekends, and holidays as business needs require.

Nice To Haves

Experience in digital gaming, online gambling, financial services, or fintech.
Experience working in a highly regulated industry.

Responsibilities

Review and process customer wire requests accurately and within established service levels.
Review payment reports daily and identify exceptions or areas requiring action.
Investigate and resolve payment-related inquiries in a timely, professional, customer-focused manner.
Conduct payment and fraud investigations and escalate findings to appropriate stakeholders.
Identify, document, and report technical issues affecting payment processing.
Serve as a primary contact for Customer Service teams regarding payment concerns and escalations.
Partner with internal teams to improve payment processes, efficiency, and customer experience.
Recommend process improvements and support their implementation through completion.
Assist with payment-related projects and initiatives supporting regulatory, compliance, and operational requirements.
Represent Caesars professionally and positively in interactions with internal and external stakeholders.