Risk & Payments Analyst (H)yep

· Verify game play on casino and poker to determine accuracy of payout, to detect collusion, chip dumping, bots, and other game fraud patterns.

· Verify new account sign-ups for linkages to known negative accounts.

· Verify accounts where sudden changes in gaming and transaction activity is noticed.

· Request and validate proof of financial instruments, proof of ID and proof of address from customers where necessary.

· Work with the payment gateway to resolve cases of misuse of financial instruments.

· Coordinate with Payments team to resolve charge backs and help in representments.

· Resolve customer cases escalated by the Sales, Support and Security teams.

· Maintain the quality of interactions with customers.

· Attend training, coaching, feedback sessions and meetings as required by the team deliverables.

· Escalate cases to Sales, Support and/or Security team when necessary and follow-up on resolution.

· Perform ad hoc tasks as required by the business to support new product launches and/or promotions.

· Perform all actions with a focus on audit and compliance policies and procedures and document the same.

· Support customer transactions where necessary for deposits and withdrawals through email, chat, and phones.

· Work with the payment gateway and other financial institutions to reconcile cashier transactions.

· Download chargeback transactions and co-ordinate with Security team for representments.

· Contact customers when payments have to be processed differently than requested.

· Resolve customer cases escalated by the Sales, Support and Security teams.

· Maintain the quality of interactions with customers.

· Attend training, coaching, feedback sessions and meetings as required by the team deliverables.

· Escalate cases to Sales, Support and/or Security team when necessary and follow-up on resolution.

· Perform ad hoc tasks as required by the business to support new product launches and/or promotions.