Job Description
Reports to: Head of Fraud and Payments.
Night hours of 12:00 am 08:00 am GMT+1.
Role
The role is to ensure all customer withdrawals are processed correctly and timely whilst proactively anticipating issues to minimize fraud risk and uphold outstanding customer service levels.
Main duties and responsibilities
- Check and process incoming and outgoing customer payments within SLA
- Perform a mandatory check on customers and request necessary documents as needed
- Performing initial investigations and taking immediate corrective action to mitigate losses to the business
- Answering escalated customer service queries with regard to fraud and payments
- Make sure the payments services, provided to the customers, are undisruptive
- Identifying, handling and escalating any payment issues to the Manager
- Identify and monitor fraud trends and patterns
- Keep the department updated on the latest fraud cases / trends
- Liaise with 3rd party providers when needed
- Execute daily reports
- Adhere to corporate-wide and team-specific policies, procedures and guidelines
- Perform ad hoc tasks and projects which may be delegated by Management
Desired skills
- Analytical thinking and problem-solving
- Ability to isolate, diagnose and resolve payment issues
- Excellent verbal and written English
- Exceptional organizational skills and attention to detail
- Flexible to work shift patterns, including evenings and weekends
- Willingness to learn, possess a can-do attitude and be a part of a dynamic fast-growing company
