Supervisor - Payments

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?

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.

You will have experience of managing a team of Payments Analysts in a fast-paced environment. Knowledge of gambling and sports betting, and how customers engage with those products, is an advantage.

You will be able to support the recruitment, training and development of a team and nurture an environment where they can excel through encouragement, development, and empowerment. You have a strong analytical mind-set with great problem-solving skills enabling you to identify and recommend change to close gaps in current systems, policies and processes while using knowledge and data to identify actionable fraud trends

• Previous work experience in Banking, payments, fraud, disputes, or i-Gaming industries is preferred. 

• Good investigation skills, sound judgement and the ability to review and data and activity to make sound decisions.

• Knowledge of gambling and sports betting, and how customers engage with those products, is an advantage.

• Analytical skill set, with the ability to communicate.

• 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.

• Strong computer literacy with experience in MS Office applications. 

• Education of a bachelor’s degree or above.

• As we strive to give our customers the best possible experience, we operate at the speed of sports; flexibility to work varied hours that mirror the sporting schedule is expected.

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits

• Flexible vacation allowance

• A hybrid / remote working environment

• Startup culture backed by a secure, global brand

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).