Supervisor - Payments
Job Description
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’s interaction, experience, behaviour, 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 — ready to join us?
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.
Assist in team development, recruitment, and coaching.
Assist in creation and development of rules, policies, and procedures.
Conduct enhanced account analysis and investigations to approve and reject outgoing withdrawals which are above analyst limits.
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.
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.