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About The Role
Role Purpose:

Working within the Payments Department, you will be responsible for ensuring that customers are successfully able to withdraw their money whilst ensuring any potential fraud risk is minimised. This is a fundamental role to support the Division’s ability to serve our customers as well as to meet a key requirements in the Gambling Act 2005; namely prevention of crime.

Key responsibilities

  • Ensure efficient processing of customer withdrawal requests
  • Methodically and accurately review and process the withdrawal requests being mindful of fraud and internal processes
  • Understand the automated deposit process (for cards and non-cards) and how to identify faults within the system
  • Understand and utilise the “large auth” process
  • Prioritise tasks to adjust to the influx of work to keep within SLAs and KPIs
  • This will involve contact with internal customers (via email) in order to maintain and ultimately exceeding the Department’s KPIs.
  • Communicate effectively and diplomatically with customers requesting the correct documentation if appropriate
  • Work closely with Customer Services, KYC, Account Security and VIP Teams
  • Track workand maintain records whenever necessary
  • Understand CompanyHarmMinimisation Policy, RG tools available and how to deal with customers exhibiting gambling issues
  • Maintain open and transparent communication within the team
  • Proactively escalate any issues that would affect automated verification
  • Provide first time resolution to customer contacts, taking into account the commercial value of each contact
  • Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives
  • Perform any other duties as assigned and required
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
  • Experience gained into a Payments position or in a client administration role – a must
  • Fluent in English – written and spoken to an excellent standard – a must
  • Online gaming support centre experience – an advantage
  • Strong knowledge of Playtech IMS Back-Office system – an advantage
  • Sound knowledge of different payment methods
  • 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 and live chat
  • Can work independently and within a team
  • A winning mentality
  • Quality of service and going the extra mile is at the heart of your service approach
 
About The Company
Payments Processing Executive