The posting
Job Purpose: Being part of the Customer Operations team and reporting to the Payments and Fraud Team Lead as Payments and Fraud Analyst you will be responsible for the analysis of customers’ accounts to detect potential fraudulent behaviour and to proactively minimise fraud trends through regular checks, including Payment’s processing and dealing with issues related to Payments. Assist the Fraud Team Lead on internal escalations. Main Accountabilities and Responsibilities:
Resolve internal escalations from Fraud & Risk, AML and Payment Analysts on complex and suspicious cases · Update and create new procedures and tasks when needed. Develop into daily volumes and team performance to ensure that SLAs and KPIs are met. Support F&P Team Leader to ensure that SLAs and KPIs are met. Make recommendations to the F&P Team Leader regarding account management for ‘at risk’ customers. Identify customers whose play/activity may give rise to concern that they have problem gambling issues and to escalate it to the Safer Gambling department. Conduct KYC and on-going monitoring on affiliates deals. Monitor account registrations, deposits and withdrawals. Evaluate fraud risk and take appropriate action by using experience and judgement on potentially fraudulent activity. Assess and escalate cases accordingly to the responsible departments · Check KYC documents in a professional manner and with an eye for detail. Review financial and player activity with the aim of minimizing the financial risk to the business. Use acquired skills to research and discover/solve fraud cases involving, but not limited to Credit card fraud, Bank Fraud, Identity theft. Work with other areas of the department professionally and efficiently. Consult and liaise with colleagues to ensure best practice across the team and with customers. Prepare and produce high quality reports to management if necessary. Keep up to date with relevant legislation and requirements within the gambling industry. The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and expectations of the post.
Knowledge, Expertise and Qualifications:
Minimum one year experience in a similar position within the iGaming industry. Relevant experience within an online environment either with an operator or payments company or other relevant company. Experience with Payments processing tool environment such as Nuvei/SafeCharge/Worldpay desirable. Experience of working to strict fraud prevention with desirable knowledge in fraud detection tools. Experience of working with other operational departments. Proficiency in Microsoft Office. An aptitude to coach and mentor colleagues. Meticulous, proactive and possesses good analytical skills.
Personal Qualities, our Values: Service Outgoing, friendly, and energetic, with a positive attitude/approachable manner and totally customer focused Able to clearly deliver a message. Communicates effectively in informal and formal settings. Understands, anticipates, and recognizes different customer needs. Responds effectively and delivers excellent customer service consistently. Team Work A passionate and motivated team player, you enjoy a dynamic and diverse working environment You actively contribute to your team’s success by consistently meeting and exceeding targets, and support and encourage your peers in doing so as well. Ambition Highly resilient, driven and committed. Innovates and looks for opportunities to improve customer experience and maintains high quality in all interactions with customers. Responsibility Works in an orderly and methodical fashion. Able to organize and prioritize tasks effectively. Uses planning skills to accomplish goals. Able to demonstrate empathy and remain professional at all times Manages own behavior and performance through self-awareness and high personal standards. Maintains resilience under pressure. Open to feedback. Displays integrity empathy. Solutions Provides effective solutions and composes clear, concise written communication Flexible and able to adapt to changing circumstances, situations and working practices. Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Health and Safety Policy (SP001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.
