Payment Escalations Agent

Join Our Team:

Welcome to ARB Interactive, an innovative startup providing free-to-play social gaming experiences across North America. Based in Miami, FL, with fully remote and hybrid positions available, our global team is passionate about creating captivating gaming solutions. At ARB Interactive, we foster a collaborative, inclusive, and diverse work environment, committed to excellence and... innovation. Explore opportunities to be part of our dynamic team, shaping the future of gaming with our flagship product, Modo.us.

What we?re looking for

Do you have excellent attention to detail? Do you like digging into payment and fraud problems and finding creative solutions for players? We?re looking for a payment escalations specialist who will work with our support and payments team to answer escalated customer questions.

Essential Duties and Responsibilities
? Handle tickets escalated from customer support to resolution
? Investigate player claims of fraud or missing payments to accurately support our players while protecting the business
? Work cross functionally to improve the business product, admin tools and processes
? Investigate accounts that are flagged for suspicious activity
? Review and approve player redemptions

Education & Experience/Qualifications

(The specific minimum competencies (education and experience) required to perform this job successfully. An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
? 1+ years of experience related to payments, fraud, trust and safety, chargebacks or security
? Experience in customer support or similar role
? Ability to make informed decisions where there isn?t existing policy
? Ability to work weekends

Nice to Haves:
? Experience working with Zendesk or a similar CRM
? Real Money Gaming experience

Expected Hours of Work

This is a full-time position. Workdays and hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. with occasional overtime and/or some weekends, as needed and approved by the manager/supervisor.

Travel/Office Location

Employee has the choice of working remotely or as otherwise required by the company. There is minimal to no travel associated with this role.

Other Duties

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

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