Payments and Fraud Supervisor  

Job Description:

Team Management

• Supervises the shift, applying observation, problem-solving, and decision making skills
• Provides on-going agent coaching and corrective feedback, and documents the process
• Escalates all concerns and work-related issues within the shift
• Promotes the compliance of business processes and procedures, attendance policy, and rules and regulations

Payments Management

• Preparation and assessment of key banking and approval processes to include the following:
• Customer withdrawal requests such as retail cash withdrawals, other fast-method withdrawals, and Australian jurisdiction withdrawals
• Customer refund requests
• Manual customer deposits, including direct bank cash deposits, direct bank wire deposits, and system error manual deposits
• Work closely with the Finance team to complete daily reconciliations and assist with all retail payments requirements
• Work closely with the Customer Service team to answer inquiries related to all things payments related and facilitate customer contacts where necessary

Reporting Management

• Coordination with Compliance regarding lodgment of FINCEN/AML reporting to include investigating customers and determining when to file Suspicious Activity Reports (SAR) and Currency Transaction Reports (CTR); and regarding lodgment of Gaming Regulating Body reporting to include investigating customers and determining when to file fraud forms and miscellaneous issues
• Working with others in the Payments & Fraud team to regularly send internal reports such as payment gateway statistics and chargeback statistics

Fraud Management

• Identify fraud risks and mitigate the risk of loss
• Review and investigate customer activity to minimize fraud
• Investigate and action all appropriate chargeback requests, including receiving chargeback notifications, closing and reconciling appropriate accounts and balances, and gathering evidence where necessary to win chargeback cases
• Assist the Customer Relations team with KYC inquiries
• Investigate and action accounts that are abusing any and all bonuses or promotions used on the platform
• Work with Trading team to assess risk profiling of customers
• Close and notify customer accounts where appropriate

• Bachelor level degree or relevant work experience
• Good written and verbal communication skills
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Amenable to work in a shifting schedule