Payment Agent

Aristocrat; Lansing (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

Aristocrat is seeking a Payments Agent to ensure accurate and timely payment processing and to keep customers satisfied across channels. You will be the main point of contact for payment inquiries, working within a collaborative environment to resolve issues and maintain high service levels.

The role focuses on investigating payment problems, communicating outcomes clearly, and supporting process improvements while upholding company policies and data protection standards.

Qualifications

• Experience in a customer service, payment operations, finance support, or contact centre environment.
• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple cases and priorities simultaneously.
• High attention to detail and accuracy.
• Proficiency with Microsoft Office applications, particularly Excel.

Responsibilities

• Investigate and resolve payment-related enquiries from customers, retailers, partners, or internal customers.
• Handle queries relating to failed payments, missing transactions, refunds, chargebacks, account balances, and payment reconciliations.
• Provide clear and professional communication regarding payment investigations and outcomes.
• Escalate complex payment issues to specialist teams when required.
• Deliver excellent customer service through phone, email, and ticketing systems.
• Ensure all customer interactions are detailed accurately and professionally.
• Manage communications and provide regular updates on outstanding cases.
• Adhere to company policies, payment regulations, and data protection requirements.
• Maintain accurate records and audit trails for payment investigations.
• Ensure service levels and operational benchmarks are met.
• Identify opportunities to improve payment processes and customer experience.
• Contribute to knowledge base documentation and process updates.

Skills

Customer service experience

Analytical thinking

Communication skills

Multitasking

Attention to detail

Tools

Microsoft Excel

Job description

At Aristocrat, we believe in bringing happiness to life through the power of play. Our mission is to build outstanding gaming experiences that delight our customers. As a Payments Agent, you will play a crucial role in ensuring flawless payment processes and customer happiness. This distinctive opportunity allows you to be a key contact for payment issues, working within a collaborative and inclusive environment where your contributions make a significant impact. Join our ambitious team and help us maintain our world-class standards while enjoying a dynamic and rewarding career!

What You'll Do

• Investigate and resolve payment-related enquiries received from customers, retailers, partners, or internal customers.
• Handle queries relating to failed payments, missing transactions, refunds, chargebacks, account balances, and payment reconciliations.
• Provide clear and professional communication regarding payment investigations and outcomes.
• Advance complex payment issues to specialist teams where required.
• Deliver excellent customer service through multiple channels including phone, email, and ticketing systems.
• Ensure all customer interactions are detailed accurately and professionally.
• Manage communication and provide regular updates on outstanding cases.
• Adhere to all company policies, payment regulations, and data protection requirements.
• Maintain accurate records and audit trails for all payment investigations.
• Ensure service levels and operational benchmarks are consistently achieved.
• See opportunities for improving payment processes and customer experience.
• Contribute to knowledge base documentation and process updates.
• Support testing and implementation of new payment systems or improvements when required.undefined.

What We're Looking For

• Experience in a customer service, payment operations, finance support, or contact centre environment.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple cases and priorities simultaneously.
• High attention to detail and accuracy.
• Proficiency with Microsoft Office applications, particularly Excel.

This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.