Payment Escalation Specialist

Job description

The Payment Escalation Specialist manages escalations from Customer Support and VIP Support related to payment issues. You will investigate and resolve payment‑related concerns using back‑office payment systems and tools, ensuring accuracy and timely resolution. This role also serves as a point of contact for escalations originating outside of Customer Support, including Executive, Marketing, and Regulatory complaints.

Professionalism, strong communication skills, attention to detail, and the ability to multitask in complex situations are essential to success in this position.

Responsibilities

Investigate and resolve payment‑related customer issues within strict SLAs, maintaining accuracy and professionalism. Utilize payment processing systems and back‑office tools to research deposits, withdrawals, and transaction discrepancies. Partner with Customer Support Managers to review trends, data insights, and opportunities for process improvement. Build strong working relationships across departments at all levels of the organization.

Handle escalated concerns with a calm, patient, and solution-driven approach. Support administrative and operational tasks within the Payments Support team. Perform additional duties that contribute to overall payments operations as assigned. Maintain clear, timely communication across the Customer Support environment. Help promote a consistent, engaging, and positive team culture.

Qualifications

Minimum of 6 months experience in a Payments role, using payment systems or back‑office financial tools. Strong attention to detail with the ability to identify discrepancies and follow procedures accurately. Excellent written and verbal communication skills. Ability to multitask effectively in a fast‑paced environment. Availability to work nights, weekends, and holidays as needed. Professional, calm, and patient approach escalations and difficult situations.

Strong initiative, proactivity, and willingness to take ownership. Ability to work independently with minimal supervision. Strong prioritization and organizational skills. Confidence in assessing situations and making well‑informed decisions. Ability to obtain work authorization and any required regulatory licensing. Successful completion of a background check and drug screen is required. ADDITONAL

REQUIREMENTS

Must be able to sit for extended periods. Must be able to type and communicate by email. Regular in‑office attendance is required.