logo

JobNob

Your Career. Our Passion.

Risk & Payments Agent


Ivy


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

All rights reserved