Disputes Analyst
Job Title: Disputes Analyst
Reports to: Disputes Manager
Location: Niles, IL or Las Vegas, NV
Summary:
The Pavilion Payments Disputes Analyst plays a critical role in the Settlement & Disputes Department, conducting detailed research, documentation, and resolution of consumer disputes involving gaming-related funds. This position ensures disputes are processed accurately, within defined timelines, and in compliance with all regulatory requirements. The Disputes Analyst works closely with internal teams, banking partners, and operators to provide exceptional service, while supporting departmental objectives and maintaining operational continuity in the absence of the Disputes Manager.
Key Responsibilities:
- Investigate Disputes: Conduct thorough reviews of incoming disputes across multiple channels, including:
- Gather and Document Evidence: Collect transaction records, correspondence, and any supporting documentation to validate findings.
- Prepare Refund Notification Packets: Create accurate and compliant refund packets for approval, ensuring all required information is complete and clearly documented.
- Ensure SLA (Service Level Agreement) and Regulatory Compliance: Complete assigned cases within established SLAs and in adherence to all applicable regulations, such as National Automated Clearing House Association (NACHA) rules and card network dispute procedures.
- Maintain Clear, Auditable Records: Document case actions, findings, and outcomes in a manner that supports internal controls and audit readiness.
- Collaborate with Stakeholders: Work closely with the Product Team, particularly the Fraud section, Finance, Compliance, IT, banking partners, and gaming operators to resolve disputes efficiently and accurately.
- Identify Trends and Risks: Recognize and report emerging patterns, potential fraud indicators, and process gaps to management.
- Provide Operational Continuity: Exercise independent judgment to manage dispute resolution activities and ensure compliance in the absence of the Disputes Manager.
- Automated Clearing House (ACH) transactions
- Check processing and returned checks
- Credit/debit card chargebacks
- Wire transfers and electronic funds transfers (EFTs)
- Player account balance discrepancies
- Payment posting errors or mismatches
Required Qualifications:
- 2+ years of experience in accounting or finance, preferably in the technology or gaming industry.
- Knowledge of accounting principles and practices.
- Proficiency in financial software applications, such as QuickBooks, Excel, and ERP systems.
- Excellent analytical skills with a keen attention to detail.
- Strong organizational and time management abilities.
- Effective communication and interpersonal skills.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications:
- Associate or bachelor’s degree in business, Finance, or related field preferred; equivalent work experience considered.
- Minimum 2 years of experience in dispute resolution, payment processing, or a related financial operations role.
- Familiarity with relevant regulations, including NACHA and card network rules.
- Strong attention to detail, accuracy, and organizational skills.
- Ability to analyze complex information and make sound decisions.
- Effective written and verbal communication skills, with the ability to explain findings clearly to internal and external parties.
- Proficiency in Microsoft Office Suite and comfort with transaction processing or case management systems.