Full-Time Risk and Payments Agent

• Verify all new real money accounts created which fail the automated KYC checks.
• Identify any tampered, forged, altered (etc.) document by working through methodically and accurately incoming documentation, matching details against customer profile data and using necessary tools and knowledge from document compliance workshops.
• Identify underage cases to comply with current UK Licence Conditions and Codes of Practice regulations by performing comprehensive review on customer details and documentation such as date of birth, MRZ codes, algorithms, etc. and report such cases to the relevant team.
• Review all cash out requests that needs manual verification due to different sets of gaming system rules and identify any possible fraudulent activities.
• Investigate any unusual behaviour or suspicious activity from alerts raised from various system generated rules by performing standardized reviews on customer’s velocity for transactions made on deposit, anomalous card registration, sudden change of details, etc.
• Investigate possible hacking attempts and validate unauthorized access claims, by analysing customer behaviour/pattern of activities such as gameplay, deposit pattern, IP logs, etc.
• Verify accounts where financial information misuse is suspected
• Analyse, keep track and monitor various fraud trend patterns and report to the Team/Shift Leads with any critical observation on changes on the behaviour of the trends.
• Mitigate possible financial losses due to affiliate or sign-up bonus abuse, chargebacks, known fraud trends, chip dumping, collusion, and compromised accounts.
• Identify customers with possible safer gambling or money laundering concerns and coordinate such to the Customer Due Diligence Team. Risk teams handle over 10 different markets, and we ensure that we are compliant on all regulations per market.
• Report incidents, bugs and malfunctions affecting both external and internal processes to the Team/Shift Lead in a timely manner and proactively suggest revenue generating ideas
• Liaise with other teams and departments to resolve issues and to ensure quick First time resolution (FTR)
• Maintain effective communication flow and collaborative endeavor with the rest of the Risk and CS teams
• Address and resolve player contacts with Risk/KYC concerns via email, phone and chats with respect to their account which may be on hold for further investigation
• Maintain agreed service levels set on each queue across all Risk locations.
• Meet department expectations on their Key Performance Indicators
• Work according to set priorities and current business needs.
• Provide feedback and raise any identified issues to the Leadership group as part of the Department’s improvement.
• Other responsibilities as delegated by the Team Leader/Manager

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