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About The Role

This role is responsible for monitoring account activity for new and existing customers, including counteracting payment fraud, identifying bonus/promotion abuse, resolving verification and payment processing problems and ensuring activity is in accordance with rules and limits.

This role is responsible for receiving, investigating and actioning incoming DPAs. The job holder will ensure that chargebacks are tracked and reported on as well as ensuring that any trends or learnings from handling chargebacks are identified.

The team are responsible for the creation and upkeep of automated triggers in line with current and emerging fraud trends.

The job holder will look to leverage the DPA process to avoid chargebacks being raised in the first instance.

In addition, this role will support and handle escalations from the AS team based in Manila and/or where a further, more senior review is required.

Key Responsibilities

  • Work to ensure that the Company’s fraud costs are kept to a minimum.
  • Receive, investigate and action incoming DPAs as well as high value chargebacks escalated by the Manila team
  • Ensure the larger customers of the Ladbrokes Coral Group are subjected to EDD (Enhanced Due Diligence) checks.
  • Liaise with colleagues in other areas of the business e.g. Retail, CS, VIP, to ensure customer service is a primary concern – e.g. ensuring that any frozen customer accounts are unfrozen (where necessary) or funds can be released if previously blocked due to fraud concerns.
  • Ensure that fraud detection systems and automated fraud alerts are efficient and kept relevant.
  • Investigation and appropriate action for other fraud impact activities such as bonus abuse and chip-dumping.
  • Conduct card, e-wallet and bank account fraud claim operations (functions include fraud claims processing, fraud investigations, chargebacks reviews and challenge where appropriate).
  • Provide responses to enquiries from police, governmental departments, DPAs, etc., for information and evidence in support of criminal investigations.
  • Work with internal audit & assurance as well as the Central Compliance Teams.

Additional Information
Desired Specialist Skills and Experience 
  • Previous experience of fraud detection within the online environment.
  • Proven experience of detailed, investigative and analytical working practices.
  • Understanding of the chargeback and disputes process
  • Understanding of the CNP (Card not present) environment.
  • Experience of fraud investigation, audit and analysis in the online gambling industry.
  • Must be detail orientated and analytical, with excellent communication skills.
  • Ability to problem solve under pressure.
  • Proficient in MS Office – Word, Excel and PowerPoint.
About The Company
At Ladbrokes Coral, we believe we’ve got the best brands in betting and gaming; and the best people behind them too.

There’s never been a more exciting time to join us. Our recent merger combined more than 230 years of heritage and opened up a world of exciting opportunities for the future. With the biggest UK retail estate in the industry, a growing digital business and an ever-expanding international presence, we want to be the world’s best betting and gaming company, where customers want to play and people want to work.