Junior RPF Team Lead

Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

At the Multiple Group, we have an exciting opportunity for an experienced Junior RPF Team Lead to join our Risk, Payments & Fraud Team. In this role, you will be responsible for understanding player movements, and identifying potential risks for abuse, as well as, analyzing data with the aim of identifying fraudulent activity and escalating this.

Key Responsibilities:

• Acting as the first point of contact for day-to-day operational queries from team members.
• Providing floor support and assisting agents with escalated operational cases before further escalation to the Team Lead where required.
• Monitoring live queues, workloads and task distribution to help ensure service levels and operational efficiency are maintained.
• Supporting the Team Lead by identifying workflow bottlenecks and escalating operational concerns promptly.
• Assisting in the coordination of daily priorities to ensure critical tasks are completed within agreed SLAs.
• Performing payment reviews, withdrawal processing and customer verification checks in accordance with internal procedures.
• Reviewing documentation and completing customer due diligence checks where required.
• Identifying and escalating suspicious activity, fraud indicators or payment irregularities to the appropriate stakeholders.
• Ensuring internal procedures, policies and regulatory requirements are consistently followed by the team.
• Assisting with quality checks by highlighting operational errors, recurring issues and areas requiring improvement.
• Supporting the implementation of new procedures and operational changes within the team.
• Assisting with chargeback investigations by gathering information and completing operational tasks as directed.
• Maintaining clear and accurate records of operational issues, escalations and actions taken.
• Working closely with the Team Lead and RPF Manager to ensure the smooth day-to-day running of the department.
• Acting as an operational role model by demonstrating best practices, professionalism and adherence to company procedures.
• Undertaking any other operational duties reasonably assigned by management.

Requirements:

• Experience within the online gaming industry, preferably in Risk, Fraud, Payments or Verification operations.
•  Knowledge of chargeback processes for card and bank payment methods is considered an asset.
• Good understanding of compliance requirements and internal operational procedures.
• Excellent communication and interpersonal skills, with the ability to support and guide colleagues in day-to-day operations.
• Strong analytical and problem-solving skills, with the ability to identify operational issues and escalate them appropriately.
• Ability to remain calm under pressure and make sound operational decisions within established procedures.
• Willingness to support the Team Leads with day-to-day operational coordination and act as a point of contact for the team when required.
  
• Proficient in Microsoft Office applications, particularly Excel and Outlook.
• High attention to detail and a commitment to maintaining quality and accuracy.
• Approachable, dependable and able to work collaboratively within a team environment.
• Strong organisational skills with the ability to prioritise workload in a fast-paced environment.
• Familiarity with fraud prevention tools and verification platforms is considered an asset.
• Good understanding of payment methods and payment processing workflows.

What we offer:

• Attractive remuneration package
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Health Insurance
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Dog-friendly workplace
  
• Exciting Company Events
• Monthly Beer Fridays
• Eur1,000 Refer a friend bonus
  
• One day birthday holiday
  

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We are looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.