Analyst - 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’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 — ready to join us? What’s the position? We are looking for a well-rounded individual with experience in ecommerce fraud, security, or payments to roll up their sleeves and join us as one of our Senior Analysts. This role will report into the Payments & Fraud 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. Senior Analyst will be responsible for validating and verifying customer documentation when further verification is necessary. As well as verification of account ownership. 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 analysis and prepare comprehensive investigative summaries to support and prove scenarios of fraud. Perform in-depth analysis to build a substantial case for disputed transactions initiated on our platform. Create and manage internal controls and generate incident reports. Conducting account analysis and investigations to approve and reject outgoing withdrawals. Completing routine documentation and case reports in accordance with company policies for management review. Executing assigned tasks and daily workflow priorities as directed by team leads or supervisors. Using company-provided tools and templates to analyze customer account activity and prepare standard summaries of findings. Assisting with fraud monitoring activities under close guidance, ensuring compliance with operational protocols. Managing high-volume transactional work while adhering to documented procedures and turnaround time expectations. What are we looking for? Successful candidates will be self-driven and a self-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 casino industries (preferred). Good investigation skills, sound judgement and the ability to review and interpret data and activity to make sound decisions Knowledge of gambling and sports betting, and how customers engage with those products, is an advantage. Strong communication skills, including capacity to distill complex ideas and analyses into clear and tangible recommendations that drive decision making Ability to manage numerous projects simultaneously at various stages of development Experience with web-based data visualization tools, such as Tableau or PowerBI 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. Candidates must be computer literate with experience in MS Office applications. As we strive to give our customers the best possible experience, we operate at the speed of sports, so candidates must be prepared to work flexible hours to mirror the sporting schedule. What’s in it for you? We offer our employees more than just competitive compensation. Our team benefits include: Competitive pay and benefits. Start-up culture backed by a secure, global brand. Flexible vacation allowance. Internal growth and development. 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).