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

To support the team manager and monitor the day to day Risk Management alerts/contacts and provide real time support/escalation for Risk & Payments agents.

Key Responsibilities
• Ensure efficient processing of any Risk alerts that may have triggered and work through methodically and accurately incoming documentation from customers. 
• Understand the automated verification processes and how to identify faults within the system 
• Methodically and accurately review and approve customer withdrawal requests whilst being mindful of fraud and other internal processes
• Making sure that SLA is met by checking every EOS report and incident reports
Help the team manager to train people on the GVC platform (risk and payments)
• Ensure all updates are cascaded and directly communicated to Leadership team including shift handovers 
• Do spot checks to make sure all are following the correct SOP for Risk and Payments related alerts
• Helping the team manager to coach agents to make sure that all are in line with the process
• Drive open and transparent communication within the leadership team
• Able to work independently and follow the departmental processes
• Act as role model to agents when dealing with alerts through all communication channels (voice and non-voice) on how to resolve issues whilst maintaining service levels and efficiencies
• Escalate any suspicious behaviour to ensure any new trends or accounts are quickly and thoroughly understood and actioned.
• Prioritise tasks to adjust to the influx of work to keep within SLAs and KPIs
• This will involve contact with internal customers to maintain and ultimately exceeding the Department’s KPIs.
• Communicate effectively and diplomatically with customers requesting the correct documentation if appropriate
• Track work and maintain records whenever necessary
• Understand Responsible Gambling Policy, RG tools available and how to deal with customers exhibiting gambling issues
• Maintain open and transparent communication within the team
• Proactively escalate any issues that would affect the risk and payments tasks
• First point of escalation within the team
• Assist on process creation, review and implementation
• Assist with quality checking and feed into performance reviews
• Produce regular reports showing team activity and status against set KPI’s.
• Ensure that you are fully up to speed on Regulations/Rules/Process/Procedures.
• Maintain open and transparent communication within the team
• Carry out Daily, Weekly and Monthly reporting, whilst ensuring data is accurate and meaningful
• Set, monitor and report on key measurable objectives
• Accountable for providing support in meeting and exceeding departmental SLAs and KPI’s
• Act as key escalation point for the team and external departments/3rd parties
• Ensure there is adequate coverage for shifts through regular review of staffing, sickness and holiday including amendments to the working rota
• Deputise for Team Manager in their absence
• Perform any other duties as assigned and required by the management

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.