FDJ UNITED operates in a highly regulated and increasingly complex market where trust and reputation will play key roles in achieving sustainable growth.

The mission of Customer Protection is to promote a company-wide “Build on Trust” and Sustainability priority culture and to ensure FDJ UNITED proactively designs and runs its operations on the basis of the mandatory requirements and standards to create a safe user experience and a reputable business, thereby generating sustainable recurring net revenue.

Role Objectives

• Action and mitigate fraudulent activity
• Ensure a good customer experience through the entire lifecycle
• Ensure that the department is operationally compliant in all account handling

Key Responsibilities

• 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 by submitting appropriate Internal Risk Reports (IRR) to the AML Team
• Ensure you are aware of any regulatory or market changes affecting your function
• 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
• Undertake necessary administration work, including dealing with customer correspondence and record-keeping/case management
• 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
• Perform ad-hoc tasks as required by management
• 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

• Customer-centric decision making
• Excellent written and verbal communication skills in English
• Excellent team player
• Eye for detail
• Strong problem-solving and analytical thinking skills
• Open to giving and receiving constructive feedback
• Strong knowledge of counter-fraud, compliance, and AML
• Keen to share knowledge and help others grow
• Broad knowledge of different markets
• Reliable and self-motivated
• Leads by example
• A strong interest in the gaming industry (sports, gaming, poker, betting) is a plus

How will success be measured in this role?

• Acting in line with FDJ UNITED values
• Relevant departmental and team OKRs
• Relevant departmental and team KPIs
• Fraud detection targets, including CBK ratio and bonus abuse savings