Location:
Manila
Vacancy Type:
Permanent
Advertising End Date:
23 Aug 2019
Brand:
23 (GVC)
About The Role
Bring your customer-first attitude to GVC as a Payments Processing Executive in
Manila. The sheer pace and power of the live events and entertainment you’ll be part of has
to be experienced to be believed. Play a vital role at the world’s largest sports betting and
gaming company. You’ll be in the thick of the action, making sure our VIP customers enjoy an
amazing entertainment experience, every day. For the good of entertainment.
 
Our portfolio of sports betting and gaming companies includes some of the
most well-known brands in the industry, such as Ladbrokes, bwin, and Coral. We’ve a
huge high street presence with an increasing share of online gaming activity. We take our
commitment to safeguarding our customers extremely seriously. We make sure they know
their limits and we work with them to make sure everyone enjoys our products and services
responsibly.
 
Ready to get involved? Bring your energy to GVC and you’ll be in the mix from the start.
For the good of entertainment. Apply now at https://www.gvccareers.com/apply/vacancies/27853/payments-processing-executive.html.
 
Role Purpose:

Working within the Payments Department, you will be responsible for ensuring that customers are successfully able to withdraw their money whilst ensuring any potential fraud risk is minimised. This is a fundamental role to support the Division’s ability to serve our customers as well as to meet a key requirements in the Gambling Act 2005; namely prevention of crime.

Key responsibilities

  • Ensure efficient processing of customer withdrawal requests
  • Methodically and accurately review and process the withdrawal requests being mindful of fraud and internal processes
  • Understand the automated deposit process (for cards and non-cards) and how to identify faults within the system
  • Understand and utilise the “large auth” process
  • Prioritise tasks to adjust to the influx of work to keep within SLAs and KPIs
  • This will involve contact with internal customers (via email) in order to maintain and ultimately exceeding the Department’s KPIs.
  • Communicate effectively and diplomatically with customers requesting the correct documentation if appropriate
  • Work closely with Customer Services, KYC, Account Security and VIP Teams
  • Track workand maintain records whenever necessary
  • Understand CompanyHarmMinimisation 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 automated verification
  • Provide first time resolution to customer contacts, taking into account the commercial value of each contact
  • Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives
  • Perform any other duties as assigned and required
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
  • Experience gained into a Payments position or in a client administration role – a must
  • Fluent in English – written and spoken to an excellent standard – a must
  • Online gaming support centre experience – an advantage
  • Strong knowledge of Playtech IMS Back-Office system – an advantage
  • Sound knowledge of different payment methods
  • Strong analytical skills and detail oriented, whilst maintaining quality and accuracy
  • 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 and live chat
  • Can work independently and within a team
  • A winning mentality
  • Quality of service and going the extra mile is at the heart of your service approach
 
About The Company
Payments Processing Executive  

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.