Payment Operations and Escalation Analyst

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.

• 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.

• 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.