Payment Operations and Escalation Analyst

Caesars Entertainment; Las Vegas (NV); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Caesars Entertainment in Las Vegas, hybrid role, seeks a Payments Operations and Escalations Analyst to support payment processing, fraud prevention, and customer escalations. You will collaborate with Compliance, Investigations, Customer Service, Product, and Operations to ensure a secure and seamless payments experience for customers.

The role requires strong analytical and investigative skills, exceptional communication, and a customer-focused mindset, with the ability to work across multiple

Qualifications

• 2+ years of experience in payments, fraud prevention, risk operations, or similar in e-commerce.
• Experience in digital gaming, online gambling, financial services, or fintech is a plus.
• Advanced proficiency in Microsoft Excel and strong data analysis skills.

Responsibilities

• Review and process customer wire requests within SLA.
• Conduct daily reviews of payment reports and identify exceptions.
• Investigate and resolve payment-related inquiries and escalations.
• Perform payment and fraud investigations and elevate findings to stakeholders.
• Identify, document, and report technical issues impacting payment processing.
• Serve as primary contact for Customer Service regarding payment concerns.
• Partner with internal teams to improve payment processes and customer experience.
• Suggest process improvements and support implementation.
• Assist with payment-related projects meeting regulatory and operational requirements.

Skills

Payments experience

Fraud prevention

Excel skills

Data analysis

Communication skills

Cross-functional collaboration

Job description

Payment Operations and Escalation Analyst

Las Vegas, NV, United States (Hybrid)

WE ARE CAESARS
At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.
Our Mission: “Create the Extraordinary"
Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”
Our Values: “Blaze the Trail, Together We Win, All-In on Service”
Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

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.

How You Will Create the Extraordinary

• 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 elevate 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.

What You Will Need

• 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.

About Us

At Caesars Digital, We Don’t Just Play the Game — We Set the Standard.

As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

TOGETHER WE WIN
We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.
DISCLAIMER
These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.
As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.
ADA
Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.
EQUAL EMPLOYMENT OPPORTUNITY
Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or