Vacancy Type:
23 (GVC)
About The Role

Role Purpose

This role is responsible for monitoring account activity for new and existing customers, including counteracting payment fraud, bonus and promotion abuse, resolving verification and payment processing problems and ensuring activity is in accordance with rules and limits.

This role is responsible for receiving, investigating and actioning incoming chargebacks and DPAs. The job holder will manage and perform the process end-to-end ensuring that, where appropriate, the chargebacks are defended, tracked and reported on as well as ensuring that any trends or learnings from handling chargebacks are identified.

The job holder will look to leverage the DPA process to avoid chargebacks being raised in the first instance.

In addition, this role will support and handle escalations from the AS team based in Manila and/or where a further, more senior, review is required.

Key Responsibilities

  • Identify and investigate new fraud trends and patterns
  • Receive, investigate and action incoming chargebacks and DPAs
  • Liaise with colleagues in other areas of the business (e.g. Retail, CS, VIP) to ensure customer service is a primary concern – e.g. ensuring that any frozen customer accounts are unfrozen (where necessary) or funds can be released if previously blocked due to fraud concerns
  • Production and review of Suspicious Actvity Reports, with associated reporting to Compliance teams
  • Manage case work to ensure the fraud detection systems are efficient and kept relevant
  • Investigation and appropriate action for othe fraud impact activities such as bonus abuse and chip dumping
  • Conduct card, e-wallet and bank account fraud claim operations (functions include fraud claims processing, fraud investigations, chargebacks reviews and challenge where appropriate, claim exceptions handling).
  • Provide responses to enquiries from police, governmental departments, DPAs, Data Subject Access requests etc., for information and evidence in support of criminal investigations.
  • Work to ensure that the Company’s fraud costs are kept to a minimum, whilst not impacting on genuine customers
  • Work with internal audit & assurance as well as the Central Compliance Teams
Specialist Skills and Experience Required
  • Previous experience of fraud detection within the online environment.
  • Proven experience of detailed, investigative and analytical working practices.
  • Understanding of the chargeback and disputes process
  • Understanding of the CNP (Card not present) environment.
  • Experience of fraud investigation, audit and analysis in the online gambling industry.
  • Must be detail orientated and analytical, with excellent communication skills.
  • Ability to problem solve under pressure.
  • Proficient in MS Office – Word, Excel and PowerPoint.

About The Company
At Ladbrokes Coral, we believe we’ve got the best brands in betting and gaming; and the best people behind them too.

There’s never been a more exciting time to join us. Our recent merger combined more than 230 years of heritage and opened up a world of exciting opportunities for the future. With the biggest UK retail estate in the industry, a growing digital business and an ever-expanding international presence, we want to be the world’s best betting and gaming company, where customers want to play and people want to work.

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.