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About The Role

Role Purpose:

Working within the Account Security (AS) Department, you will be responsible for identifying and mitigating any fraudulent or adverse behaviour (e.g. bonus abuse). You may also be required to respond to incoming chargebacks as well as raising Suspicious Activity Reports (SARs). 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 any fraud rules that may have triggered
  • Methodically and accurately analyse any accounts (and/or linked accounts) that may have been identified as a fraud risk to the Business
  • Understand the automated rules and how to identify faults within the system
  • Escalate any suspicious behaviour to ensure any new trends or accounts are quickly and thoroughly understood and actioned.
  • 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, Payments 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 the automated fraud rules
  • 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
Qualification and Educational Requirements
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
Special Skills and Experience Required
  • Experience gained into a Fraud or 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 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 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