Settlements Agent

About the Role

Every payout matters to our players. As a Settlements Agent, you'll be the person who makes sure withdrawals are processed accurately, quickly, and securely. You'll verify payments, reconcile funds, and resolve payment issues, protecting our financial operations while giving players a smooth and trustworthy payout experience.

What You'll Do

Process withdrawals

• Verify and process withdrawal requests within approved limits and SLAs

• Make sure every transaction complies with internal policies, approval thresholds, and KYC and risk requirements

Resolve payment queries

• Handle missing deposit and withdrawal-related queries via chat support and PSP escalations

• Investigate and resolve payment issues accurately and on time

Keep the numbers right

• Perform daily reconciliations across payment systems

• Identify and resolve discrepancies or mismatches

• Track incoming and outgoing funds with precision

Manage PSP relationships

• Manage daily withdrawal escalations with our payment providers

• Handle credit card whitelisting requests and other PSP-related issues

• Keep clear communication with providers until issues are resolved

Spot and escalate risk

• Identify high-value or irregular transactions

• Escalate complex or high-risk cases to the Senior Operations Agent (Settlements)

• Work with the KYC and Abuse Detection teams on cross-checks

Handle chargebacks

• Take chargebacks from receipt to resolution: detection, immediate protective action, investigation of account activity, decision, and reporting

• Submit evidence to PSPs on disputable cases and log every case to help prevent future losses

Support the team

• Take on related tasks as assigned by your Team Leader or their direct superiors

What Success Looks Like

• Fast, accurate withdrawal processing within SLA

• Minimal payment errors and reconciliation discrepancies

• Deposit and withdrawal issues resolved effectively

• Strong control over financial risk and transaction integrity

What We Offer

• Competitive Salary.

• Health Insurance & Fitness Benefit.

• Free Parking.

• Weekly Team meals.

• Team-building events and parties.

• Learning & Development opportunities.

• A great working environment.