Support Specialist

We are looking for a detail-oriented and analytical Payment Operations Specialist to support the day-to-day management of payment activities and related operational processes. This role plays an important part in ensuring payment transactions are reviewed, reconciled, monitored, and processed accurately while supporting fraud prevention efforts, dispute management, and ongoing process improvements.

The successful candidate will bring strong organizational skills, sound judgment, and a commitment to accuracy while working collaboratively with internal stakeholders and external vendors.

• Review, investigate, and respond to payment chargebacks, including documentation, tracking, reporting, and trend analysis.
• Monitor and manage payment exceptions, cash adjustments, and reconciliation activities in partnership with Finance.
• Conduct daily reviews of player deposit and withdrawal transactions to identify and elevate irregularities.
• Coordinate operational activities related to payment service providers, including portal administration, reporting, issue resolution, and escalation management.
• Support fraud operations through transaction monitoring, investigations, analysis, and risk mitigation activities.
• Maintain operational procedures, process documentation, and governance records.
• Prepare reports and provide operational insights to support decision-making and compliance requirements.
• Identify opportunities for process improvements and contribute to the implementation of operational efficiencies.
• Collaborate with cross-functional teams to ensure payment processes are completed accurately and within established service standards.

• Strong attention to detail and a high degree of accuracy.
• Excellent analytical and problem-solving skills.
• Ability to investigate issues, evaluate information, and exercise sound judgment.
• Strong organizational and prioritization skills with the ability to manage multiple tasks and deadlines.
• Effective written and verbal communication skills.
• Experience working with financial transactions, payment processing, reconciliations, fraud monitoring, or dispute management is considered an asset.
• Proficiency with Microsoft Office applications, particularly Excel.
• Ability to work independently while building strong working relationships across teams.

• Post-secondary education in Business, Finance, Accounting, Commerce, or a related field.
• Experience in payment operations, financial services, gaming, e-commerce, banking, or a related industry.
• Knowledge of chargeback processes, payment platforms, fraud detection tools, or transaction monitoring systems would be considered an asset.

• Payment transactions are reviewed and processed accurately and efficiently.
• Chargebacks and payment exceptions are managed within established timelines.
• Reconciliation activities are completed with minimal discrepancies.
• Fraud risks and payment issues are identified, investigated, and escalated appropriately.
• Operational procedures remain current and support ongoing compliance and governance requirements.

You may not be very familiar with WCLC, but you're almost certainly familiar with the products we help bring to players throughout the Prairie Provinces and the North every day; lottery games like LOTTO 6/49, SPORT SELECT, and dozens of instant scratch tickets.

WCLC is the non-profit organization authorized to manage, conduct, and operate lotteries - at retail and online - and other gaming-related activities for the governments of Alberta, Saskatchewan, and Manitoba as well as the Yukon, Northwest Territories, and Nunavut. We entertain our players while building the future of lottery - delivering innovative, responsible, and trusted experiences that provide growing value for our provinces and territories

We know it's our people that make this possible, which is why we invest in building talented, adaptable, and accountable teams who are proud to live and work in our region. We offer a challenging, collaborative work environment, competitive benefits, and a good work-life balance.

We'd love to talk to you about how you fit into that.