Vacancy Type:
23 (Entain)
About The Role
Purpose of Role

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 through methodically and accurately 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
Analyse, 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

Specialist skills and experience

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, organised 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

Competencies / Behaviours

Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field



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

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. 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.

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.