Risk, Payments and Fraud 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

As a Team Lead within the Risk, Payments, and Fraud (RPF) Department, you will lead a dynamic team who will tackle fraud, streamline payments, and manage risk in the fast-paced world of online gaming. From creating rosters to guiding your squad, you will ensure that the operation runs smoothly, while keeping things secure, compliant and making the game fair for everyone.

Key Responsibilities

• Assisting in training and mentoring new employees
• Monitoring volumes and tasks, to ensure optimal productivity
• Assisting the Head of Department with various tasks pertaining to the Risk, Fraud and Payments Team
• Working closely with the Head of RPF to improve and maintain procedures within the Payments & Risk Team
• Escalating suspicious and fraudulent trends indicating potential generic issues in regard to payment operations
• Maintaining quality in the respective teams by documenting agent issues, KPIs, SLAs, disciplinary measures, and performance improvement plans
• Assisting and guiding team members with escalated querie
• Proactively keeping up to date with internal procedures and monitoring that any changes are implemented and adhered to
• Processing payments and reviewing documentation when required
• Taking lead of all chargeback cases within the Group
• Responsible for setting the roster and managing any scheduling issues
• Ensuring task rotation is in place so as to allow for equal tasks amongst team
  

 Requirements:

• PSP product experience is considered an asset;
• Knowledge of chargebacks for both cards and bank accounts;
• Experience in setting up and maintaining processes;
• Possess strong leadership and communication skills, with the ability to motivate agents through regular feedback and collaborative meetings;
• Approachable and fair;
• Experience in maintaining fraud tools, both inhouse and external solutions;
• Good understanding of compliance and regulatory frameworks;
• Strong ability to drive excellence through quality checks and trainings;
• Making solid decisions while keeping in mind the adaptability of the challenging and fast paced gaming industry.

What we offer:

• Attractive remuneration package
• Health Insurance
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• 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
• Relocation Package, if required
• 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.