Payment Specialist

Resorts World NYC•New Brunswick, NJ

6h•Remote

About The Position

The Payments Analyst is responsible for supporting the day-to-day operation of the Payments, Fraud, and Risk function for Resorts World Bet New Jersey. This role plays a critical part in protecting the business and its patrons by reviewing customer accounts, validating documentation, monitoring payment activity, investigating potential fraud, and ensuring withdrawals are processed accurately and efficiently. The analyst will work closely with the Payments Manager and partner with Customer Support, Compliance, Responsible Gaming, KYC, and third-party payment providers to deliver a secure, compliant, and seamless player experience. This position also serves as an operational point of contact for payment-related customer communications, helping resolve escalated payment inquiries while maintaining exceptional service standards.

Requirements

Experience in online gaming, sports betting, casino gaming, payments, fraud prevention, financial services, banking, or a related industry preferred.
Experience within the iGaming industry preferred.
Strong analytical and investigative skills with excellent attention to detail.
Knowledge of electronic payment methods, payment processing, fraud prevention, and financial transaction monitoring.
Strong customer service and written communication skills.
Ability to manage multiple priorities in a fast-paced operational environment.
Self-starter with the ability to take ownership of responsibilities and deliver results independently.
Strong organizational, documentation, and problem-solving skills.
Experience using Microsoft Office, particularly Excel.
College degree or three (3) years of relevant professional experience.
Must be at least 21 years old.
Possess a high school diploma or equivalent.
Must reside in the State of New Jersey.
Must be able to obtain and maintain the required New Jersey Casino Employee Registration (CER).

Responsibilities

Review and validate customer identities, supporting documentation, and payment method ownership when additional verification is required.
Analyze customer transaction history, payment activity, and betting behavior to identify fraud, money laundering, chargeback risk, bonus abuse, or other suspicious activity.
Investigate fraud alerts generated by internal and third-party monitoring tools and prepare comprehensive case summaries and supporting documentation.
Review and approve, reject, or escalate customer withdrawals in accordance with company policies, regulatory requirements, and established risk controls.
Investigate disputed transactions and compile supporting documentation for chargebacks and payment disputes.
Monitor payment operations, investigate financial irregularities involving payment providers, and report incidents or operational issues to the Payments Manager.
Create and maintain case documentation, investigative reports, incident reports, and other operational records in accordance with company policies.
Serve as an operational point of contact for escalated payment inquiries, communicating professionally with customers regarding verification requests, withdrawal reviews, and payment-related issues.
Collaborate with Customer Support, Compliance, Responsible Gaming, Finance, KYC, and third-party payment providers to ensure timely issue resolution and a seamless customer experience.
Support the Payments Manager with fraud monitoring, payment operations, reporting, process improvements, and other operational initiatives as assigned.