Payments Support Specialist

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

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.