Identify and analyze fraud risk in daily operation ?

Fraud investigation and user analysis ?

Develop and maintain a fraud management plan with strategies, initiatives, and action plans to mitigate the fraud risk. ?

Proactively and reactively analyze of transactions and customer records to link unidentified transactions and accounts to fraudulent activity ? Perform random checks on customers and request the relevant KYC documents ?

Follow up on customer queries and any fraud or payment-related issues

Responds to customer support requests via chat, calls and Email ? Follows up on existing customer requests, aiming to resolve them quickly and efficiently ?
Reports on player feedback to the respective internal parties to promote and improve the customer experience ?
Follow up to ensure problem resolution
Documentation and logging of calls on the ticketing tool (Zendesk) ? Management of CRM Zendesk tool (<2 years experience) ?
Managing and filling out documentation in Word, Excel, Google Sheets ? Actively report internally to team leads and various business partners with information about the status of the various markets and customers case