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Call Center – Security Analyst

Location: NEW JERSEY

Required Skills

*Must enjoy and love the game of poker and have a strong understanding of casino games

  • Possesses good knowledge of poker and casino games
  • Experienced in monetary transaction processes and/or banking procedures for ecommerce company (CC, ACH, wallets)
  • Ability to identify patterns and exception detection when working with large number of cases
  • Experienced with both inbound and outbound contacts via chat, email and phones
  • Excellent oral and written communication
  • Possesses basic quantitative skills to compute payouts, transactions fees, etc.
  • Excellent with spreadsheets for handling large data sets by using lookup, index, pivot table functions
  • Ability to work within defined procedures and guidelines
  • Ability to chat with multiple customers
  • Ability to work in rotating shifts with different patterns
  • Ability to diagnosis problems and assess alternative solutions
  • Knowledgeable with the basics of different personal and mobile computing technologies
  • Knowledgeable with regards to different online payment options
  • Must speak Spanish

Responsibilities

*Must enjoy and love the game of poker and have a strong understanding of casino games

  • Verifies game play on casino and poker to determine accuracy of payout, to detect collusion, chip dumping, bots and other game fraud patterns
  • Verifies new account sign-ups for linkages to known negative accounts
  • Verifies accounts where sudden changes in gaming and transaction activity is noticed
  • Requests and validates proof of financial instruments, proof of ID and proof of address from customers where necessary
  • Works with the payment gateway to resolve cases of misuse of financial instruments
  • Coordinates with Payments team to resolve charge backs and help in representments
  • Resolves customer cases escalated by the Sales, Support and Security teams
  • Maintains the quality of interactions with customers
  • Attends trainings, coaching, feedback sessions and meetings as required by the team deliverables
  • Escalates cases to Sales, Support and/or Security team when necessary and follow-up on resolution
  • Performs adhoc tasks as required by the business to support new product launches and/or promotions
  • Performs all actions with a focus on audit and compliance policies and procedures and document the same

Please email your resume to Lynda Jackson at ljackson@palacasino.com.

Pala Interactive was founded in anticipation of upcoming legislation throughout the US to allow for real-money internet wagering. The Pala Band of Mission Indians (PBMI) is the majority shareholder of the business. PBMI owns and operates the Pala Casino Spa and Resort in Pala California. Pala Interactive owns 100% of our in-house developed gaming platform and casino and poker networks.

Please email your resume to Lynda Jackson at ljackson@palacasino.com.

Pala Interactive was founded in anticipation of upcoming legislation throughout the US to allow for real-money internet wagering. The Pala Band of Mission Indians (PBMI) is the majority shareholder of the business. PBMI owns and operates the Pala Casino Spa and Resort in Pala California. Pala Interactive owns 100% of our in-house developed gaming platform and casino and poker networks.

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