Responsible for the various aspects of Risk & Payments and customer communication handled on a day-to-day basis by the Risk & Payments team.
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
Qualifications and Educational Requirements
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
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.
GVC Holdings PLC