Vacancy Type:
23 (Entain)
 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 methodically and accurately through 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.
  • Analyze, 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, organized 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

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.