Experience

Okcoin

• United States
• Financial Services
• 100 - 200 Employee

• CDD Operations Specialist

  • Nov 2022 - Present

  Dealing with Corporate and individual entities from all over the world mitigating any risk for the business. Undertake any tasks delegated by the Assistant Manager/Manager/Team Leader and global site team. • Participate fully in the team, taking part in regular team meetings, buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager /Manager/Team Leader. • Complete comprehensive reviews of incoming customer onboarding cases that require manual review. This may include clearing sanctions and PEP potential matches, reviewing photo IDs, and performing additional research using various AML and fraud tools • Support the build out of our KYC and Sanctions function, document and maintain procedures and processes to ensure compliance with internal standards and all applicable laws and regulations • Prepare daily and weekly onboarding metrics and progress reports. •Onboard individual clients, reviewing onboarded corporates •Onboard corporates Show less



bet365

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• Team Lead

  • Sep 2019 - Nov 2022

  RG/AML Team Leader attention to detail and a passion for analysing risk• Excellent written and verbal communication skills• Ensuring compliance with RG and AML regulations• Ability to analyse accounts to mitigate risk making a sound judgment• Review customer accounts, documentation and make decisions in line with the RG and AML policies.• Take ownership of high risk cases and ensuring any risk is mitigated with the appropriate restrictions whilst working closely with our CDD manager• Overseeing the day to day activities of the RG team, ensuring all tasks are completed to a high standard and within a timely manner• Act as the point of escalation for Specialists as well as other departments within the business• Strong planning and organisational skills to balance work loads always ensuring deadlines are met• Ability to react to both planned and unplanned changes whilst managing the shift• Proactive approach to improve the team and the department with the ability to work on my own initiative• Managing team performance by providing constructive feedback and compiling daily reports to ensure sustainability• Ability to prioritise development areas and conduct development meetings with staff using the Grow and Smart objectives• Train new members of staff and devise training plans• Support management with the completion of tasks maintaining a high level of organisation and accuracy.• Contact customer’s over the telephone in relation to any Complaints, Offer Self Exclusions and speak to high profile customers on a daily basis. Show less

• Safety Specialist

  • Sep 2019 - Jun 2020

  • Compile daily customer reports to identify any players that may indicate a gambling problem this includes activity analysis, open sources, source of funds,AML checks and affordability checks• Making daily decisions to determine appropriate mitigation actions for any risks identified• Monitor social responsibility triggers• Ensure compliance with gambling legislation and licenses• Risk assess links or alerts/matched users in line with RG policies• Recognise when RG controls must be applied and ensuring knowledge is constantly updated• Contact the customer over the telephone to gain a more of an understanding of the behaviours seen to mitigate risk or offer Self Exclusions and support organisations.• Liaise with relevant departments to monitor and protect customers and our business• Handle escalated and difficult customers to determine the best course of action• Train new members of staff on reports, open sources checks and handling customer calls Show less



ComeOn Group

• Malta
• Entertainment Providers
• 300 - 400 Employee

• Fraud Specialist

  • Jan 2019 - Sep 2019

  Deal with customer wallets such as trustley, astropay, paysafe, skrill etc in a timely manner • Checking gaming transactions for fraudulent activity and risk • Checking game play for any RG and AML • Checking game play for all withdrawal requests • Develop and deliver analysis on fraud groups • Ensure payments and E wallets are sent successfully and on time • Work closely with the VIP team • Review and process all KYC documentation for various jurisdictions in line with policy • Check the customers information in line with in house databases ensuring risk and fraud is identified • Ascertain any fraudulent transactions are spotted early to minimise risk to the company • Run daily security checks and reports to protect the business from technical errors and abuse • Handle suspicious accounts in accordance with company policy • Communicate with all teams and payment providers to ensure the best experience for the player • Work closely with the team leader, AML, RG, VIP and the Risk teams to minimise any problematic behaviours or fraudulent behaviours Show less



Alea

• Spain
• Gambling Facilities and Casinos
• 1 - 100 Employee

• Senior Customer Service Agent

  • Jul 2018 - Jan 2019

  Providing customer support on gaming, financial or technical issues via telephone, live chat or email • Working closely with the Fraud & Payment Department to solve any issues regarding withdrawals and verification and issuing JIRA and tickets accordingly, contacting players. • Identify player's Responsible Gaming and behaviour, contact the player and liaise with the RG manager, making my own decisions in relation to RG. • Knowledge of all Payment Providers systems such as e-wallets, bank providers and credit card • Working together with CRM and Tech department to solve problems and improve the system and give the customers a better service • Working closely with the AML specialist to refer player accounts for investigation of risky activity, making my own decisions based on evidence found. • Clarifying Terms and Conditions when needed • Explain how to use games and services • Assisting customers with on-going marketing campaigns and bonus requests • Assisting the Payments and Fraud specialists in upholding the security of the company and preventing fraudulent activities Advising players on responsible gaming tools and acting proactively on player's gaming patterns • Ask players for documents that are needed, source of funds and any RG issues. • Escalating and following up customer cases when needed • Weekly monitoring and quality checks by higher management always maintaining very high-quality work in a highly pressured environment • Trained to analyse and approve player KYC documentation • Extensive knowledge of customer verification process for different regulations • Liaise with external payments teams to resolve any pending issues • Approve and reject players documents contacting players informing them of information needed • Keep up to date with the KYC rules and regulations • Help the payment team with withdrawals Show less



UK Civil Service

• United Kingdom
• Government Administration
• 700 & Above Employee

• Executive Office Manager

  • Feb 2002 - Mar 2018

  I was an Executive Officer within the UK government. My role was to manage staff, manage customer compex case accounts and general managerial tasks. Working alongside management to train and develop a team of fifteen staff ensuring KPI are met, any disciplinaries and back to work discussions carried out. I was heavily involved in recruitment and also the training programme. • Organise and conduct meetings with staff who are performing and underperforming • Arrange coaching and staff training • Attend daily meetings in relation to performance targets and staffing issues • Challenge staff if needed e.g. Misreporting flexible working hours, long term sickness etc • Collate individual weekly statistics • Type and prepare daily reports • Diligent in my response for information and regularly complimented for my speedy yet though responses Authorize sick and annual leave • Conduct back to work meetings • Liaise with HR and other officials • Deal with difficult customers, handling complaints • Have a positive attitude to get the best out of my staff • Dealt with many challenging calls from customers being aggressive, abusive, to a customer threatening suicide Attend meetings and chair meetings • Act as first point of contact dealing with any correspondence and phone calls • Managing diaries, organising meetings and appointments • Organising events and conferences Show less