Payment Operations and Escalation Analyst

Caesars Entertainment•Las Vegas, 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, working with teams including Compliance, Investigations, Customer Service, Product, and Operations to provide a seamless and secure payment experience. The successful candidate will bring strong analytical and investigative skills, excellent communication abilities, and a customer-focused mindset, and will be comfortable solving complex payment issues in a fast-paced environment.

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.
Strong organizational skills and the ability to manage multiple priorities simultaneously.
Strong problem-solving abilities and a demonstrated record of driving issues through resolution.
Excellent communication, collaboration, and interpersonal skills.
Ability to work effectively across multiple departments and with varied 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 items requiring action.
Investigate and resolve payment-related inquiries promptly and professionally, with a customer-focused approach.
Conduct payment and fraud investigations and escalate findings to appropriate stakeholders.
Identify, document, and report technical issues affecting payment processing.
Serve as a primary point of contact for Customer Service teams on payment-related 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 when interacting with internal and external stakeholders.