Fraud-Payments Support Agent

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide.

About the job

We are looking for a Level 2 Application Support Engineer with a strong passion for technology, problem‑solving, and bringing order to complex situations. You will join our Application Support Team in Bucharest and play a key role in ensuring the stability, quality, and continuous improvement of our applications and services.

What You'll get to do:

• Monitoring transactional activity to detect fraudulent patterns;

• Investigation, reporting and undertaking remedial action on suspicious account transactions to protect business from financial loss;

• Utilisation of fraud systems to optimise deposit conversion percentages and keep chargeback ratio within acceptable limits;

• Analysing customer account activities to detect unusual transactional patterns or behaviours;

• Reviewing and processing withdrawal requests;

• Contributing and ensuring compliance with Fraud Team KPIs;

• Resolving customer queries within SLA guidelines;

• Convey threats identified to the COO and/or Compliance Officer for root cause analysis and mitigation;

• Liaison with MLRO to ensure suspicious payment activity is highlighted for investigation;

• Communicating with clients, suppliers, and other key business stakeholders.

• Monitoring the payment platform ensures all transactional activity is undertaken correctly and accurately.

• Monitoring of deposits to ensure player funds are processed correctly.

• Interrogating analytical data to ensure optimal transactional routing to maximize deposit conversion percentages.

What You need to shine:

• Availability to work in shifts (09:00-19:00; 11:00-21:00) and weekends (2 weekends per month).

• Experience in fraud prevention, detection and investigation techniques;

• Understand international online payment methods and their associated risks;

• A logical approach, high attention to detail, accurate and able to multi-task;

• Strong written and verbal communication skills;

• Team-oriented and yet able to work independently;

• A flexible approach and professional attitude;

• Ability to work under pressure;

• Minimum of two years’ experience ideally within a payments or security role;

• Customer Centric;

• Target-orientated and results-driven;

• Numerate with excellent analytical thought processes;

• Analytical and accurate way of working showing a strong sense of initiative;

• Decisive, discrete, trustworthy and reliable;

• Have a pleasant personality and professional disposition;

• Team Player showing personal authority;

• Enthusiastic and Self Motivated and Confident, assertive, committed and patient.

Here's what we offer: