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.