Supervisor - Payments
What are we building?
Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We're building a team that resonates with passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, 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.
What's the position?
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
- Serve as an escalation point for high priority queues and complex investigations
- Review system generated alerts to provide a comprehensive analysis of reviewed activity
- 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
Team Development
- Assist in team development, recruitment, and coaching
- Nurture an environment where the team can excel through encouragement, development, and empowerment
Rules, Policies, and Procedures
- Aid in the creation and development of rules, policies, and procedures
Customer Documentation and Financial Transactions
- Review and approve Customer Identification Documentation when applicable
- Review customers’ financial transaction history, including financial records, bank statements, and credit card statements
Investigations
- Conduct enhanced account analysis and investigations to approve and reject outgoing withdrawals which are above analyst limits
- Build a substantial case against customers and financial institutions who dispute transactions initiated on our platform
Education and Experience
- Experience of managing a team of Payments Analysts in a fast-paced environment
- Knowledge of gambling and sports betting, and how customers engage with those products (an advantage)
- Analytical mind-set with great problem-solving skills enabling you to identify and recommend change to close gaps in current systems, policies, and processes while using knowledge and data to identify actionable fraud trends
- Previous work experience in Banking, payments, fraud, disputes, or i-Gaming industries (preferred)
- Good investigation skills, sound judgement, and the ability to review and data and activity to make sound decisions
- Knowledge and understanding of the rules and regulations of the gaming industry
- The 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
- Education of a bachelor’s degree or above
What’s in it for you?
- Competitive pay and benefits
- Flexible vacation allowance
- A hybrid / remote working environment
- Startup culture backed by a secure, global brand
- Roster of Unique
- We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience
- We want to celebrate you being you (we are an equal opportunity employer)