Customer Service Associate II
ESA - Electronic Security Association
Payment, Risk and Fraud Agent
White Label Casinos
contract
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Ensure player payment processing is completed timely and accurately
- Act as 1st level of support for internal and external queries related to player payments
- Accurately processing withdrawals across multiple Payment Service Providers (PSPs)
- Analyse player withdrawal requests in accordance with multiple white label casino terms, conditions and rules (Cages)
- Monitor customer activity, assisting in the identification of fraudulent activity or bonus abuse
- Escalate issues to Payments Team Leaders and Manager where necessary
- Communicate effectively with colleagues and stay up to speed with team updates and changes
- Consistently achieve and exceed Key Performance Indicators (KPIs) set out by management
- Assist with coaching and training of other agents
- Ensure department guidelines, procedures, manuals and other materials are relevant and accurate, reporting discrepancies
- Act as 1st level support point for all escalations from players, other departments, account managers and clients
- Provide feedback of team issues, challenges, mood and needs to the Payment manager
- Fulfil tasks assigned by the Payment manager
Requirements
- Must be available to work on a shift basis (7 days per week)
- Morning Shift - Start time flexible starting from 2am CET.
- 6+ months experience within the Company.
- Attention to detail and analytical mindset.
- Good Written and Verbal English.
- Good communication skills.
- Experience in Slack, Jira and Confluence
