The role

As a listed and regulated company, FDJ pays great attention to player safety and sustainability. As part of our culture and DNA we deem player safety as a positive business enabler in a regulated industry that contributes to a premium user experience in a safe and secure environment. The Customer protection Department is responsible to monitor, detect and action any suspicious behavior that may occur in the Group Platform (responsible gambling, fraud, anti-money laundering, integrity of operations etc.).  

The purpose of the position is to ensure customer withdrawals are processed correctly and on time and proactively anticipate issues to minimize fraud exposure and counteract payment fraud. In addition, the Funds Security Analyst will be providing support to Customer Services and Payments through different channels to resolve account issues, payment queries and ensure an even workload.

You will be required to work on a rotation basis, including evening shifts and weekends.

Key responsibilities of the role are

• Proactively determine fraudulent activity and act according to documented processes with regards to account actioning, document requests and additional checks required
• Reactively and proactively conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
• Keep an eye out for possible money laundering patterns and communicate your suspicions to the AML Team
• Perform targeted checks on high-risk customers through various tools at your disposal, and if needed request the relevant KYC documents in compliance with any regulatory governing bodies and based on determined customer risk level
• Make appropriate recommendations on how to improve internal processes and tools. Be willing to challenge the status-quo, ensure these recommendations are recorded and followed-up on accordingly
• Liaise with Customer Services and Payments on a daily basis and professionally handle all escalations, ensuring we minimize contacts, empower CS agents and strive for first contact resolution
• Process customer withdrawals attentively and in a timely manner, in line with the department agreed SLAs
• Take ownership of queries by replying and following up on any account or payment-related issues and other customer queries proactively
• Undertake necessary administration work, including dealing with customer correspondence and record-keeping/case management
• Handle cases involving manual documentation from customers in line with local regulations and departmental processes
• Ensure you are fully up-to-speed on what the other teams in the department are doing and be ready to complement their work in your day-to-day investigations
• Constantly embrace the team objectives and work on your personalized goals on a quarterly basis
• Be disposed to work on ad-hoc tasks or projects as assigned to you by your line manager
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role
• Identify and raise any non-compliance incidents promptly to your line manager
• Challenge processes, policies and projects that will negatively impact compliance within the Group
• Complete all mandatory compliance training assigned to you
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are uncler

Essential Competencies

We're looking for someone with the following skills, knowledge and experience:

• Eye for detail, accurate and discreet
• Customer-centric decision making
• Good problem-solving and analytical thinking skills
• Excellent written and verbal communication skills in English
• Excellent team player
• Good organizational skills
• Self-starter/self-motivated

Desirable Skills

• Fluent French speakers would be given preference
• Previous experience in iGaming, ideally fraud-related
• Strong poker knowledge
• Good listener, empathetic, goal-focused
• Outgoing personality
• Ability to work well under pressure and with tight deadlines
• Good social skills and able to work well in a multi-cultural team
• Open to giving and receiving constructive feedback
• Leads by example
• Good business understanding skills: understand strategy, business functions, manage conflicts
• A strong interest in the gaming industry - sports / gaming / poker / betting is preferred