You will be responsible for assisting in ensuring the day-to-day processing of redemptions, monitoring of purchase levels and investigation into purchase and payout issues are completed. Providing resolution to payment queries via Zendesk and Live chats whilst providing guidance and support to the team as required. You will work to identify patterns which highlight potential fraudulent members, limit, and escalate accounts which could potentially pose chargeback risks and help develop processes and procedures to mitigate fraud.
Areas of Responsibility:
- Handle escalations pertaining to purchases and redemptions.
- Liaise with the risk team to complete refunds on their behalf and collaborate on any other tasks.
- Review redemptions request daily and auction appropriately.
- Performing investigations and taking immediate corrective action to mitigate losses to the business.
- Work closely with internal teams, assisting with any possible issues, like missing redemptions or unable to purchase.
- Follow procedures and actively contribute to process improvements to ensure the standards and workflows are respected and that potential risks are properly eliminated.
- Proactively conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity, by investigating suspicious alerts with proper analysis and follow-up.
- Analysis of internal reports
What we are looking for:
- Ability to manage workload effectively and in a timely manner.
- Excellent verbal and written communication skills in English.
- At least 1 year working in Customer Service in iGaming, KYC, Fraud, Risk Management or Payments.
- High level of attention to detail.
- Highly motivated and willing to learn and develop skills.
- Team player and self-starter who can work on their own initiative.
- Ability to work closely with other departments across geographical boundaries.
- Excellent analytical skills.
- Willing to work shifts, weekends included.
- Competitive Salary Package
- Flexibility
- Full remote function freedom
- Amazing work environment
- The opportunity to join a fast-growing business where the sky's the limit for your career development
