Risk, Payments and Fraud Agent (Malta)
Malta
Description
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.
Main Responsibilities
- 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 and/or Head of Operations with special projects as assigned to introduce new products or solutions.
- Ad hoc tasks when required.
Qualifications
- 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.
- Ability to understand both written and oral instructions in English.
- 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.
- Care in dealing with sensitive information.
- Online gaming experience preferred.
About kwiff
sportsbook. We have launched our native iOS and Android apps on the UK market, offering our customers best-in-class UX/UI. Our ambition is to offer the best gambling experience and we have the knowledge, resources and courage to make it happen.
Kwiff was founded in 2015 and we have been on a rocket trajectory with record customer intake and fast revenue growth. Kwiff has more than 80 employees across our London and Malta offices. Founder Anders Ström has a proven track-record in the industry previously having founded operator Unibet/Kindred Group and sportsbook supplier Kambi. Kwiff offers the advantages of a young and dynamic start-up coupled with the stability and security of a larger and established company.
At kwiff we value people that are:
BOLD – believe they can make a difference and have a big impact.
SMART – action driven, customer centric, curious, good collaborator.
RESPONSIBLE – have great judgement, acts in the company’s best interest, self-motivated
ENTERTAINING – helps creating an awesome customer experience, are easy going, a team player and enjoy having fun at work.
