Supervisor - Payments

Hard Rock Digital•Toronto, ON

12d•Hybrid

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer’s interaction, experience, behaviour, and insight and strive to ensure we’re always acting authentically. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space. As a Supervisor – Payments, you’ll manage a team of Analysts who are responsible for validating and verifying customer documentation and reviewing customers’ financial transaction history. Your role will include reporting on adherence to goals and objectives, completing coaching, feedback, observations, and regular development meetings. You will collaborate with your team and peers to identify enhancements to fraud rules and strategies, workflow, and efficiency, simplify and streamline deposit, withdrawal, and verification journeys to reduce customer fraud and abuse while enhancing the customer experience. You will serve as an escalation point for high priority queues and complex investigations. Review system generated alerts to provide a comprehensive analysis of reviewed activity. Including but not limited to, reviewing customer profiles, prior reviews, past investigations, account documentation and geolocation. Supervise a team composed of 6 to 10 analysts. Assist in team development, recruitment, and coaching. Assist in creation and development of rules, policies, and procedures. Conduct enhanced account analysis and investigations to approve and reject outgoing withdrawals which are above analyst limits. Review and approve Customer Identification Documentation when applicable. Reviewing customers’ financial transaction history. Including but not limited to, financial records, bank statements, and credit card statements. 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 report.

Requirements

Experience managing a team of Payments Analysts in a fast-paced environment.
Strong analytical mind-set with great problem-solving skills.
Ability to identify and recommend change to close gaps in current systems, policies, and processes.
Ability to use knowledge and data to identify actionable fraud trends.
Good investigation skills.
Sound judgement and the ability to review data and activity to make sound decisions.
Analytical skill set, with the ability to communicate.
Strong interpersonal skills.
Ability to adapt to changing priorities and to thrive in a fast-paced work environment.
Experience in troubleshooting and triaging complicated matters related to customer inquiries.
Strong computer literacy with experience in MS Office applications.
Bachelor’s degree or above.

Nice To Haves

Knowledge of gambling and sports betting, and how customers engage with those products.
Previous work experience in Banking, payments, fraud, disputes, or i-Gaming industries.
Knowledge and understanding of the rules and regulations of the gaming industry.

Responsibilities

Manage a team of Analysts responsible for validating and verifying customer documentation and reviewing customers’ financial transaction history.
Report on adherence to goals and objectives.
Complete coaching, feedback, observations, and regular development meetings.
Collaborate with team and peers to identify enhancements to fraud rules and strategies, workflow, and efficiency.
Simplify and streamline deposit, withdrawal, and verification journeys to reduce customer fraud and abuse while enhancing the customer experience.
Serve as an escalation point for high priority queues and complex investigations.
Review system generated alerts to provide a comprehensive analysis of reviewed activity, including customer profiles, prior reviews, past investigations, account documentation, and geolocation.
Supervise a team composed of 6 to 10 analysts.
Assist in team development, recruitment, and coaching.
Assist in creation and development of rules, policies, and procedures.
Conduct enhanced account analysis and investigations to approve and reject outgoing withdrawals above analyst limits.
Review and approve Customer Identification Documentation when applicable.
Review customers’ financial transaction history, including financial records, bank statements, and credit card statements.
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.