Payment Operations and Escalation Analyst

Job description

Caesars is growing, and there has never been a better time to join our Jersey City team. As a Payments Operations & Escalations Analyst, you will play a critical role in supporting payment operations, fraud prevention, and customer escalations. This position requires strong analytical and investigative skills, exceptional communication abilities, and a customer-focused mindset. You will collaborate closely with cross-functional teams, including Compliance, Investigations, Customer Service, Product, and Operations, to ensure a seamless and secure payment experience for our customers.

We are looking for a detail-oriented, proactive professional who thrives in a fast-paced environment and is passionate about solving complex payment-related issues.

Responsibilities

Review and process customer wire requests accurately and within established service levels. Conduct daily reviews of payment reports and identify exceptions or areas requiring action. Investigate and resolve payment-related inquiries in a timely, professional, and customer-focused manner. Perform payment and fraud investigations and escalate findings to the appropriate stakeholders. Identify, document, and report technical issues impacting payment processing.

Serve as a primary point of contact for Customer Service teams regarding payment-related concerns and escalations. Partner with internal teams to improve payment processes, efficiency, and customer experience. Recommend process improvements and support implementation through completion. Assist with payment-related projects and initiatives that support regulatory, compliance, and operational requirements. Represent Caesars professionally and positively in interactions with both internal and external stakeholders.

Qualifications

2+ years of experience in payments, fraud prevention, risk operations, or a related field within an e-commerce environment. Experience in digital gaming, online gambling, financial services, or fintech is a plus. Advanced proficiency in Microsoft Excel and strong data analysis skills. Excellent organizational skills with the ability to manage multiple priorities simultaneously. Strong problem-solving abilities and a proven track record of driving issues through resolution.

Outstanding communication, collaboration, and interpersonal skills. Ability to work effectively across multiple departments and stakeholders.

ADDITIONAL REQUIREMENTS

Experience working in a highly regulated industry preferred. Understanding of card-not-present (CNP) payment environments and payment processing workflows. Flexibility to work evenings, weekends, and holidays as business needs require.