Payment Operations Associate

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

About the Role

Track and handle incidents and problems (incidents are raised and followed up until resolution, information about incidents is shared with 1st line support teams, in case of necessary clean-ups following incidents advice is given regarding the best practices and task handling is organized)

Knowledge Management in all the areas: keep documentation up to date and document new processes and procedures; keep track of regulatory changes and incorporate them in the processes when required; keep reporting up to date

Responsibilities

• Provide inbound & outbound support for payment related customer queries, ensuring accurate and timely information delivery.

• Serve as a key contact for Payment Service Provider (PSP) inquiries and support frontline teams with payment issues.

• Work closely with compliance, product, finance, customer service, retail, risk, and fraud teams to ensure a seamless payment experience for customers.

• Process refunds, execute manual cashouts, reprocess or cancel pending transactions efficiently.

• Review patron complaints escalated by regulatory bodies and address by compiling payment related customer documentation.

• Stay informed on BetMGM product launches and payment product developments, including the regulatory changes.

• Communicate emerging threats to Risk and Fraud teams based on trends detected in payment summary reports and redeems.

• Process and manage customer disputes and chargebacks, actively engaging in the recovery process to mitigate financial losses.

• Collaborate with management to identify, develop, and implement initiatives for improving SOPs.

• Identify errors when handling unsettled customer transactions, escalating incidents to tech teams for further review.

• Review customer chargeback reports to identify potential problem gambling concerns, escalating issues to the Responsible Gaming Team.

• Assist in ad hoc reporting, projects and tasks assigned by management.

Essential Functions

• Must be able to stand or sit and operate computers and other technological devices for extended periods of time

Qualifications  

• Bachelor’s degree preferred

• Experience in Service, banking, or financial related industry with a strong focus on the customer

• Previous knowledge of transactional risk screening for Visa, MasterCard, and ACH (transactions and banking risk processes would be an advantage.)

• Analytical, research and problem-solving skills

• Ability to multi-task and work effectively in a fast-paced team environment

• Excellent communication, presentation, and interpersonal skills.

• Ability to adapt to changes

• Knowledge of Microsoft Office Tools

• Ability to maintain confidentiality

• Keen attention to detail

The hourly pay range for this position is $23.60 to $26.15. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements
 
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligat