Senior Specialist - 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 passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer 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, 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 - ready to join us?

What’s the position?
We are looking for someone with experience in iGaming, ecommerce, fraud, security, or payments to roll up their sleeves and join us as one of our Specialist. This role will report into the Payments team and be responsible for enhancing the player experience by providing professional, accurate and timely assistance for all matters related to the player’s interaction with our products, particularly around deposit, withdrawal, and verification journeys.

• 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 geo location research.

• You will be responsible for validating and verifying customer documentation when further verification is necessary. As well as verification of account ownership.

• 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. 

• Investigating 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 report.

• Conducting account analysis and investigations to approve and reject outgoing withdrawals.

• Act as 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 with operational efficiencies.

• Proven ability to drive results under pressure and in the face of ambiguity.

What are we looking for?
We’re looking for someone who is self-driven and a motivated team player capable of working efficiently in a high-volume real-time environment. The role is best suited for a candidate who thrives in a fast-paced, ever-changing environment with a passion for sports and gaming.

• 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 and 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.

• As we strive to give our customers the best possible experience, we operate at the speed of sports; flexibility to work varied hours that mirror the sporting schedule is expected.

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include: 

• Competitive pay and benefits

• Flexible vacation allowance

• A hybrid / remote working environment 

• Startup culture backed by a secure, global brand 

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).