Risk, Payments and Fraud Agent

As a Risk, Payments and Fraud Agent you will be responsible for making sure that payment requests, both in and out of customers’ accounts, are reviewed and processed on time and with accuracy, whilst ensuring that established policies and procedures relating to fraud prevention are followed.

Key skills for this role include a person who is reliable, a problem-solver, has excellent analytical skills, acute attention to detail, and good communication and interpersonal skills.

• Review and process transactions in accordance with established standards and procedures within service SLAs
• Review, analyse and resolve chargeback disputes efficiently and accurately
• Run daily security checks on accounts and payment transactions to identify fraudulent activity or abuse
• Review risk alerts related to customer account activity
• Perform detailed risk analysis of all aspects of a customer’s account to detect and deter fraud and money laundering activities or suspicious behaviour
• Review and analyse various external reports to assist with account registration as well as various AML processes relating to enhanced due diligence
• Communicate with other departments and/or external providers to research and resolve customer issues, research transaction discrepancies and take appropriate action
• Assist in the timely resolution of escalated transactions, tickets and issues, including adjusting transactions in customer accounts when necessary or instructed
• Ensure the proper handling of customer’s accounts management including proper reporting and documenting of issues
• Assist other departments in understanding payment processing application and procedures
• Follow up on unresolved problems and escalate in accordance with establish policy procedures and protocols
• Ensure that all information of confidential nature is held in a secure and confidential manner and adhere to company standards during all interactions
• Assist with customer identity verification and document authentication
• Assist line manager with special projects as assigned to introduce new products or solutions
• Ad hoc tasks when required.

• Online gaming experience preferred
• Strong analytical skills and attention to the details are essential
• Basic understanding of online gaming fraud and money laundering schemes as well as potential mitigation strategies
• Basic understanding of Responsible Gambling (RG) red flags and indicators
• Ability to handle multiple competing priorities in a fast-paced environment
• Ability to take initiative to perform at a high amount of workload
• Ability to think critically and draw from experience to make decisions
• Team worker and someone that can work well with others
• Self-motivated and quick to learn new skills and operational processes
• Chargeback resolution experience in online gaming or related industries preferred
• Experience with help desk software (ZenDesk, Oracle etc.) preferred
• Ability to understand both written and oral instructions in English
• Care in dealing with sensitive information.