Payments and Fraud Shift Leader

The main responsibilities include but are not limited to: 

• Allocation and prioritization of task during the shift. 
• Being the first line of contact for 3rd party providers regarding payments related issues. 
• Taking ownership of any issues occurring during their shift, effectively manage the issue and take the most efficient course of action to minimize customer impact as well as work load. 
• Answering escalations from customer support and following up on the timely resolution of issues. 
• Handling of payments and risk queries and escalations from customer support via chat, IM and emails.
• Cooperate with Payments and Fraud Team Leader on any issues facing the team.
• Work together with Payments and Fraud Team Leader in order to improve and maintain procedures within the Payments Team.
• Raise any trends in escalations, denoting a possible generic issue with anything payment related.
• Ensuring that ongoing tech issues are monitored and proper follow up is done to ensure minimal down time and customer impact.
• Point of contact for any payment and fraud related issues or questions.
• Processing of internal crediting requests.
• Be a point of assistance to the other team members when the need arises.
• Ensuring that fraud and risk prevention rules are followed and applied when processing any of the Payments and Fraud Shift Leader tasks.
• Help in processing payments when needed and any other additional tasks when required.
• Help to create and maintain an effective and positive working environment. 

Reporting:  

• To Payments and Fraud Team Leader.

Extra awesome:

• Speaks a multitude of languages including fluency English
• Invested knowledge in iGaming 
• Knowledge of a wide variety of payment providers and processes