Fraud Investigator at DigiOutsource

What you’ll be doing

As part of your role, your responsibilities will include:

Chargeback / Return Management 

• Conduct thorough investigations on accounts where chargebacks, returns, fraud notifications are received and action the account accordingly
• Compile representments to banks and processors
• Escalate anything that could contribute to a spike in CB ratios to the Fraud TL so that he/she may communicate with the Head of Risk & Fraud and Banking accordingly
• Chargeback avoidance including liaising with banks and processors to resolve queries

Fraud Detection

Detect and identify fraud concerns via the analysis of volumes and trends of:

• Chargebacks and returns
• Account registrations
• Deposits (accepted / rejected)
• Cash ins / cash ins on hold
• Netwin (Bonus advantage, Fraud, AML)
• Voids / refunds / confiscations
• Risk rules
• Compile a full fraud group profile, as well as cheat sheets, to be communicated across the Department for detection

Fraud Management

• Monitor identified fraud group’s activity
• Compile impact analysis on each fraud group to monitor group activity
• Ensure that adequate preventative and detective fraud mechanisms are in place to deter the identified fraud group
• Ensure the coaches and TL’s have been briefed on all new fraud groups as well as detection processes if and when required
• Suggest / Recommend new, or improvement to, rules or processes with the aim at detecting fraudulent activity

Relationship Management

• Liaise with Risk Ops Specialists, Sport Fraud Team, Risk Team, Analysis Team, AML Team, Compliance, Risk & Fraud Management and Banking in relation to daily and strategic fraud detection
• Build relationships and liaise with Banks on behalf of the department during investigations
• Maintain relationships established with processors

Query Resolutions

• Be available to assist Risk and other departments in the business in relation to Fraud
• Resolve escalations related to possible fraud group activities
• Dispute Management
• Resolve processor’s escalations related to breaches of CB ratios and liaise with Digiprocessing

Adhoc

• Escalate tasks that need to be resolved at a higher level, making sure that the information is complete and correct
• Ensure policy and process documents are up to date and stored for reference in the Department folder
• Ensure that “cheat sheets” are compiled and available for reference
• Be aware of and understand the regulatory requirements pertaining to the various functions of the daily tasks
• To maintain and meet current SLA’s
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Minimum 12 months exposure to current risk / fraud environment
• Degree / diploma or Certification in Risk Management, Compliance, Legal or related fields
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• A good understanding of fraud fundamentals and customer behaviour
• Consistent behaviour aligned to performance and Organisational Culture
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Ability to identify, analyse and report on trends

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Understanding of fraud and an ability to identify fraud
• Working knowledge of Tableau, PowerBI and Elastic
• Aptitude for trend identification and group profiling
• ­Excellent report writing skills
• Proficient in Excel namely graphs and formulas
• A willingness to work shifts if required