Location
Secunderabad | India
Job description
Role Purpose
Responsible for the various aspects of Risk & Payments and customer communication handled on a day-to-day basis by the Risk & Payments team.
Key Responsibilities - 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 - Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor's Degree, any field
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
- 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, live chat and phone
- Can work independently and within a team
- A winning mentality
Job tags
Salary
