Risk and Payments Agent

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

You will have three core functions: Payments Processing, Know Your Customer (KYC) and Risk Operations. By having one key person responsible for Payments, KYC and Risk Operations, a focused approach can be taken on enhancing and delivering value to the business through the key functions of Verification (KYC), Customer Payments, Fraud protection. These processes need to be continuously reviewed to ensure that they are streamlined and make the best use of the technology that is available.

Key Responsibilities

• 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

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 in a shifting schedule.

• 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

• Highest work standards with a strong service orientation - a "customer centric" culture

• Ability to be self-motivated, organised and work flexibly in a time pressured environment

• Reliable with a strong work ethic

• 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 call

• Can work independently and within a team

• A winning mentality

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.