Risk & payments shift leadGVC

About The Role
Role Purpose:
To support the team manager and monitor the day to day Risk Management alerts/contacts and provide real time support/escalation for Risk & Payments agents.
Key Responsibilities
Ensure efficient processing of any Risk alerts that may have triggered and work through methodically and accurately incoming documentation from customers.
Understand the automated verification processes and how to identify faults within the system
Methodically and accurately review and approve customer withdrawal requests whilst being mindful of fraud and other internal processes
Making sure that SLA is met by checking every EOS report and incident reports
Help the team manager to train people on the GVC platform (risk and payments)
Ensure all updates are cascaded and directly communicated to Leadership team including shift handovers
Do spot checks to make sure all are following the correct SOP for Risk and Payments related alerts
Helping the team manager to coach agents to make sure that all are in line with the process
Drive open and transparent communication within the leadership team
Able to work independently and follow the departmental processes
Act as role model to agents when dealing with alerts through all communication channels (voice and non-voice) on how to resolve issues whilst maintaining service levels and efficiencies
Escalate any suspicious behaviour to ensure any new trends or accounts are quickly and thoroughly understood and actioned.
Prioritise tasks to adjust to the influx of work to keep within SLAs and KPIs
This will involve contact with internal customers to maintain and ultimately exceeding the Department's KPIs.
Communicate effectively and diplomatically with customers requesting the correct documentation if appropriate
Track work and maintain records whenever necessary
Understand Responsible Gambling Policy, RG tools available and how to deal with customers exhibiting gambling issues
Maintain open and transparent communication within the team
Proactively escalate any issues that would affect the risk and payments tasks
First point of escalation within the team
Assist on process creation, review and implementation
Assist with quality checking and feed into performance reviews
Produce regular reports showing team activity and status against set KPI's.
Ensure that you are fully up to speed on Regulations/Rules/Process/Procedures.
Maintain open and transparent communication within the team
Carry out Daily, Weekly and Monthly reporting, whilst ensuring data is accurate and meaningful
Set, monitor and report on key measurable objectives
Accountable for providing support in meeting and exceeding departmental SLAs and KPI's
Act as key escalation point for the team and external departments/3rd parties
Ensure there is adequate coverage for shifts through regular review of staffing, sickness and holiday including amendments to the working rota
Deputise for Team Manager in their absence
Perform any other duties as assigned and required by the management
Additional Information
Qualifications and Educational Requirements
Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor's Degree, any field
Specialist Skills and Experience Required
Ability to understand business and functional requirements and to perform requirements analysis
Sound knowledge of different fraud patterns, payments, documents, link analysis, chargeback processing - an advantage
Strong planning and organisational skills
Ability to communicate in a clear and timely manner with a wide selection of stakeholders
Computer literate with an interest in testing
Ability to work effectively as part of a team
Ability to work in a flexible and agile environment
Good influencing and facilitation skills
Ability to work independently
Ability to prioritise and adapt rapidly to changing business conditions
Excellent analytical, problem solving, and time management skills
Highest work standards with a strong service orientation - a "client first" culture
Ability to be self-motivated, organised and work flexibly in a time pressured environment
A great attitude and desire to help our customers
Reliable with a strong work ethic
A flexible approach to work schedules and shift patterns
Able to react to company needs
Common sense
A proactive and 'can do' approach
Confidence to interact with customers through a variety of communication methods including (but not limited to) email, live chat and phone
Can work independently and within a team
A winning mentality
About The Company
At GVC, everything we do is for the good of entertainment. We're the global players whose brands you'll find in local communities, providing responsible sports betting and gaming that makes the world's biggest live events even more memorable.
GVC Holdings

Manila City, Metro Manila
Permanent
Full-time