Reporting to the Fraud Risk Manager the role holder will be responsible for leading a team of Fraud Analysts ensuring that all daily work tasks and activities are carried out in line with agreed service levels and department objectives.
Key Responsibilities / Duties:
· Allocation of daily work tasks and supporting the analysts where there is a need to maintain service levels.
· Monitor activity; improve operating efficiency and the contact handling quality. Prepare and assist in performance appraisals.
· Investigate and manage potential fraudulent cases through to resolution, mitigating the fraud risk by utilising the fraud prevention tools as appropriate.
· Educate, develop, and motivate staff to meet or exceed service levels, quality and operational expectations. Acting as first point of contact for escalated queries ensuring analysts are shown how to deal with such queries in the future.
· Check all 3rd party back office incident tickets throughout the day with real-time data and follow up or close pending tickets.
· Make random checks of the contact inflow volume, quality of replies and handling time. Ensure that all incoming queries related to transactions are dealt with accurately and in a timely manner.
Key Working Relationships:
Reporting directly to the Fraud Risk Manager:
· Key relationships with Fraud Analysts, Payments Team Treasury and Finance Team to ensure correct functioning of systems and services.
· Working closely with the other Team Leaders to ensure consistent approach in work practices.
· Communicate with other teams and departments to handle various projects as required
· Liaising with MLRO team to ensure suspicious payment activity is highlighted for investigation during absence of payment manager.
Person Specification, Skills, Experience & Qualifications:
· Experience of working in a Fraud Prevention environment.
· Previous Team Leader Experience preferred.
· Good Decision-making skills.
· Eye for detail and able to manage a risk based approach monitoring live transactions.
· Confident at proposing new ideas and in a continuous improvement environment.
Working Hours:
· 40 Hours per week to suit the needs of the business.
· Will include weekend and some evening work.
About BVGroup
BVGroup is an online gambling operator and B2B technology solutions provider with licences in Great Britain, Gibraltar, Ireland, Germany, Malta and Ontario. The privately-owned group employs more than 650 people worldwide, with its global headquarters based in Gibraltar. Offering sportsbook, casino and bingo, BVGroup is committed to protecting customers from gambling-related harm and is dedicated to improving the gambling experience by leveraging its in-house developed technology and innovative products.