Risk & Payments Agent

GVC Holdings PLC Manila , AR 72442

Posted 3 weeks ago

Role Purpose:

Responsible for the various aspects of Risk & Payments and customer communication handled on a day-to-day basis by the Risk & Payments team.

Key Responsibilities

  • Maintain agreed service levels

  • Review client identity and financial documents

  • Verify all new real money accounts created which fail the automated KYC checks.

  • Work through methodically and accurately incoming documentation, matching details against customer profile data

  • Investigate cases raised by the system to highlight possible game fraud

  • Contribute towards capture of accounts involved in fraudulent activity

  • Verify accounts where financial information misuse is suspected

  • Verify accounts which hit velocity checks for transactions made on deposit options which allow chargeback

  • Verify accounts which fail internal control checks and block them to mitigate abuse

  • Analyse, keep track of and monitor various fraud patterns and report to the Team/Shift Leads with any critical observations

  • Investigate accounts where affiliate or sign-up bonus abuse is suspected

  • Address and resolve risk-related customer queries via e-mail and phone

  • Perform necessary customer checks upon sign-up and throughout use of service

  • Review and handle cash out requests

  • Report incidents, bugs and malfunctions affecting both external and internal processes to the Team/Shift Lead in a timely manner

  • Liaise with other teams and departments to resolve issues and to ensure quick First time resolution (FTR)

  • Maintain effective communication flow with the rest of the Risk and CS teams;

  • Work according to set priorities and current business needs.

  • Verify game play to ensure fair play before any cashout is verified

  • Address player contacts via email, phone and chats with respect to their account which may be on hold for further investigation

  • Other responsibilities as delegated by the Team Leader/Manager

Additional Information

Qualifications and Educational Requirements

  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor's Degree, any field

Specialist Skills and Experience Required

  • A proactive individual with excellent communication and interpersonal skills who has a flexible approach to work and understands the importance of providing a professional service to customers.

  • Confident to make decisions with the ability to exchange, analyse, and interpret information. You will have a flair for influencing people and finding solutions in a fast-paced environment as part of a team in a diverse cultural environment.

  • You should possess logical reasoning skills with an analytical approach and be willing to work shifts on a 24/7/365 basis.

  • Ability to perform well in a multi-task/cultural and ever-changing dynamic environment

  • Basic knowledge of MS Office applications

  • Basic knowledge of online gaming - games, fraud and payment processing

  • Sound knowledge of different fraud patterns, link analysis, chargeback processing - an advantage

  • Strong analytical skills and detail oriented, whilst maintaining quality and accuracy

  • Excellent analytical, problem solving, and time management skills

  • Highest work standards with a strong service orientation - a "client first" culture

  • Ability to be self-motivated, organised and work flexibly in a time pressured environment

  • A great attitude and desire to help our customers

  • Reliable with a strong work ethic

  • A flexible approach to work schedules and shift patterns

  • Able to react to company needs

  • Common sense

  • A proactive and 'can do' approach

  • Confidence to interact with customers through a variety of communication methods including (but not limited to) email, live chat and phone

  • Can work independently and within a team

  • A winning mentality

About The Company

At GVC, everything we do is for the good of entertainment. We're the global players whose brands you'll find in local communities, providing responsible sports betting and gaming that makes the world's biggest live events even more memorable.

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Risk & Payments Agent

GVC Holdings PLC