Payments Escalation Specialist - VIP & Cross-Dept

Caesars Sportsbook & Casino; Las Vegas (NV); On-site; USD 55,000 - 75,000; Full time

Job summary

Caesars Digital is seeking a Payment Escalation Specialist to manage escalations from Customer Support and VIP Support related to payment issues. You will investigate and resolve problems using back-office payment systems to ensure timely resolution.

This role also serves as a point of contact for escalations from outside Customer Support, including Executive, Marketing, and Regulatory complaints. Essential traits include professionalism, strong communication, attention to detail, and the

Qualifications

• Minimum of 6 months experience in a Payments role, using payment systems or back-office financial tools.
• Strong attention to detail with the ability to identify discrepancies and follow procedures accurately.
• Excellent written and verbal communication skills.
• Ability to multitask effectively in a fast-paced environment.
• Availability to work nights, weekends, and holidays as needed.
• Professional, calm, and patient approach escalations and difficult situations.
• Strong initiative, proactivity, and willingness to take ownership.
• Ability to work independently with minimal supervision.
• Strong prioritization and organizational skills.
• Confidence in assessing situations and making well-informed decisions.
• Ability to obtain work authorization and any required regulatory licensing.
• Successful completion of a background check and drug screen is required.

Responsibilities

• Investigate and resolve payment-related customer issues within strict SLAs, maintaining accuracy and professionalism.
• Utilize payment processing systems and back-office tools to research deposits, withdrawals, and transaction discrepancies.
• Partner with Customer Support Managers to review trends, data insights, and opportunities for process improvement.
• Build strong working relationships across departments at all levels of the organization.
• Handle escalated concerns with a calm, patient, and solution-driven approach.
• Support administrative and operational tasks within the Payments Support team.
• Perform additional duties that contribute to overall payments operations as assigned.
• Maintain clear, timely communication across the Customer Support environment.
• Help promote a consistent, engaging, and positive team culture.

Skills

Payments experience

Attention to detail

Communication skills

Multitasking

Nights/weekends shifts

Job description

Caesars Digital is seeking a Payment Escalation Specialist to manage escalations from Customer Support and VIP Support related to payment issues. You will investigate and resolve problems using back-office payment systems to ensure timely resolution.

This role also serves as a point of contact for escalations from outside Customer Support, including Executive, Marketing, and Regulatory complaints. Essential traits include professionalism, strong communication, attention to detail, and the