Senior Specialist - Payments

Hard Rock Digital•Atlantic City, NJ

2d•Hybrid

About The Position

Hard Rock Digital is building the best online sportsbook, casino, and social gaming company in the world. We are seeking a motivated individual to join our Payments team as a Specialist. This role is crucial for enhancing the player experience by providing expert assistance with all aspects of player interactions related to our products, especially concerning deposits, withdrawals, and verification processes.

Requirements

Previous work experience in Banking, payments, fraud, disputes, or i-Gaming industries is preferred.
Bachelor's degree.
Good investigation skills, sound judgement and the ability to review data and activity to make sound decisions.
Knowledge of gambling and sports betting, and how customers engage with those products, is an advantage.
Analytical skill set, with the ability to communicate.
Strong interpersonal skills.
Knowledge and understanding of the rules and regulations of the gaming industry.
The ability to adapt to changing priorities and to thrive in a face-paced work environment.
Experience in troubleshooting and triaging complicated matters related to customer inquiries.
Strong computer literacy with experience in MS Office applications.
Flexibility to work varied hours that mirror the sporting schedule is expected.

Nice To Haves

Self-driven and a motivated team player capable of working efficiently in a high-volume real-time environment.
Thrives in a fast-paced, ever-changing environment with a passion for sports and gaming.

Responsibilities

Review system generated alerts to provide a comprehensive analysis of reviewed activity, including customer profiles, prior reviews, past investigations, account documentation, and geo-location research.
Validate and verify customer documentation when further verification is necessary, as well as verify account ownership.
Review and approve Customer Identification Documentation when applicable.
Review customers’ financial transaction history, including financial records, bank statements, and credit card statements.
Investigate fraud alerts generated by multiple fraud prevention tools and systems.
Perform in-depth investigations and prepare comprehensive investigative summaries to support and prove scenarios of fraud.
Perform in-depth investigations to build a substantial case against customers and financial institutions who dispute transactions initiated on our platform.
Create and manage internal controls and generate incident reports.
Conduct account analysis and investigations to approve and reject outgoing withdrawals.
Act as a point of escalation for client and retailer teams.
Assist with developing strategies for improving approval rates and member experience.
Produce high-quality documentation based on implemented methodology standards.
Identify and assist with implementation of improvements to transaction research systems and processes to increase operational efficiencies.
Drive results under pressure and in the face of ambiguity.