Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.
This role is responsible for monitoring account activity for new and existing customers, including counteracting payment fraud, bonus and promotion abuse, resolving verification and payment processing problems and ensuring activity is in accordance with rules and limits.
This role is responsible for receiving, investigating and actioning incoming chargebacks and DPAs. The job holder will manage and perform the process end-to-end ensuring that, where appropriate, the chargebacks are defended, tracked and reported on as well as ensuring that any trends or learnings from handling chargebacks are identified.
The job holder will look to leverage the DPA process to avoid chargebacks being raised in the first instance.
In addition, this role will support and handle escalations from the AS team based in Manila and/or where a further, more senior, review is required.
Key Responsibilities
- Work to ensure that the Company’s fraud costs are kept to a minimum, whilst not impacting on genuine customers
- Identify and investigate new fraud trends and patterns
- Receive, investigate and action incoming charge backs and DPAs
- Ensure the larger customers of the Ladbrokes Coral Group are subjected to EDD (Enhanced Due Diligence) checks
- Liaise with colleagues in other areas of the business (e.g. Retail, CS, VIP) to ensure customer service is a primary concern – e.g. ensuring that any frozen customer accounts are unfrozen (where necessary) or funds can be released if previously blocked due to fraud concerns
- Production and review of Suspicious Activity Reports, with associated reporting to Compliance teams.
- Manage case work to ensure the fraud detection systems are efficient and kept relevant.
- Investigation and appropriate action for other fraud impact activities such as bonus abuse and chip-dumping.
- Conduct card, e-wallet and bank account fraud claim operations (functions include fraud claims processing, fraud investigations, chargebacks reviews and challenge where appropriate, claim exceptions handling).
- Provide responses to enquiries from police, governmental departments, DPAs, Data Subject Access requests etc., for information and evidence in support of criminal investigations.
- Work with internal audit & assurance as well as the Central Compliance Teams.
Specialist Skills and Experience Required
- Previous experience of fraud detection within the online environment.
- Proven experience of detailed, investigative and analytical working practices.
- Understanding of the chargebacks and disputes processes.
- Understanding of the CNP (Card not present) environment.
- Experience of security investigation, audit and analysis in the online gambling industry.
- Must be detail orientated and analytical, with excellent communication skills.
- Ability to problem solve under pressure.
- Proficient in MS Office – Word, Excel and PowerPoint.
