Mid-Level Customer Support Representative – Payouts
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Job Description
Customer Support Representative for Ruby Labs reviewing and processing player withdrawal requests. Ensuring accuracy and compliance in payouts within the sweepstakes gaming industry.
Responsibilities:
- Review and process player withdrawal requests in accordance with company policies and sweepstakes regulations.
- Handle payout-related support tickets.
- Verify player identities and documentation as part of KYC (Know Your Customer) procedures.
- Conduct fraud and risk checks to identify suspicious activity, multi-accounting, or abuse of promotions.
- Escalate suspicious activity to the AML / risk team.
- Ensure all payouts are processed accurately and within defined service level timelines.
- Coordinate with payment providers and internal teams to resolve payout issues or transaction failures.
- Work closely with the customer support team to address player inquiries related to redemptions and payouts.
- Maintain detailed records of payout activity, verification steps, and player documentation.
- Monitor payout workflows and flag operational issues, fraud risks, or process inefficiencies.
- Assist with the development and improvement of payout procedures and internal controls.
- Support audits and compliance checks related to payments, player verification, and sweepstakes regulations.
- Track and report key payout metrics including processing times, approval rates, and flagged accounts.
- Stay up to date with sweepstakes casino compliance requirements, payment provider policies, and fraud prevention practices.
Requirements:
- Minimum 2–3 years of experience in payments operations, financial operations, fraud analysis, or a similar role.
- Strong attention to detail and ability to review transactions and documentation with a high degree of accuracy.
- Experience working with payment systems, payout workflows, or financial transaction processing.
- Familiarity with KYC, AML, and fraud detection procedures.
- Strong written communication skills and ability to coordinate with internal teams regarding payout issues.
- Comfortable working with spreadsheets, dashboards, and operational tools to track financial activity.
- High level of integrity and discretion when handling sensitive financial and personal information.
- Experience working independently while maintaining strict operational processes.
Benefits:
- Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
- Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
- Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge.
- Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them.
- Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere.
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