Role Objectives:

• Support all operations teams within Customer Protection by providing business intelligence, statistics, and reports
• Provide valuable insight and recommendations to prevent fraudulent activity and promotional abuse across the group
• Consistently run through departmental processes to identify improvements and take ownership of implementing sustainable changes

Key Responsibilities:

• Proactively and reactively monitor and action accounts guilty of bonus or sportsbook abuse, wiseguys, or other high-impact, complex fraud activity
• Further the outputs of the Fraud Detection Engine by taking ownership of detection improvements and suggesting enhancements to existing tools and processes
• Advise relevant commercial functions to mitigate risk of abuse and improve ROI
• Ensure you are fully up to date on any new campaigns, games, or abuse types that need to be monitored or mitigated
• Conduct in-depth investigations and write proper confiscation reports, liaising with Legal/Management, when necessary, in line with established procedures
• Establish a business relationship with payment teams to verify and control different types of Payment Service Provider criteria
• Deal with requests from the police and other authorities in a timely manner to support their investigations
• Be the point of contact for our Compliance and Legal teams to assist with case compiling
• Manage payments disputes to mitigate losses by contesting effectively and producing valuable analysis and feedback for frontline Customer Protection teams
• Gather data and proactively conduct analyses primarily focused on management insights, fraud trend analysis, rings, patterns, and syndicates
• Provide context to statistics in a way that is easily understood by management along with the various operational teams to produce recommendations to ways of working
• Undertake project work to improve our ways of working and support Operational teams by driving end-to-end process improvements
• Maintain an information and feedback flow with Operations teams to establish collaborative ways of working
• Ensure that you, and your team, adhere to the Governance, Risk & Compliance (GRC) obligations within your direct responsibility and control
• Ensure any non-compliance incidents within your team are raised through the appropriate channels (Compliance Incidents Process) and that your team are informed of any reporting processes relevant to them
• Challenge processes, policies and projects that will negatively impact compliance within the Group
• Ensure your team's completion of all mandatory compliance trainings within the set deadline
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear

Skills and Experience Required:

• Strong working knowledge of Microsoft Office tools
• Excellent written and verbal skills in English, with the ability to communicate and to influence without authority
• Knowledge of data analysis tools and SQL will be a plus
• Knowledge of promotional and sportsbook abuse together with fraud detection and prevention will be considered a strong asset
• Analytical way of approaching problems with attention to detail
• Ability to conduct thorough analyses on department performance
• Customer-centric decision making
• Self-motivated, organized, and ability to work under pressure with a clear sense of accountability for outcomes
• Ability to adapt seamlessly to changes in a fast-paced environment showing a passion to succeed
• Strong interdepartmental communication skills demonstrating a collective spirit