Stephanie Justice

- Processing daily SEPA Payments
- Daily/ weekly/ monthly/ quarterly/ yearly reconciliation of funds going through our e-wallet
- Entering all deposits and withdrawals into our internal reconciliation files as well as shared files with Finance
- Creating online statements after reconciliation was approved so that they could be sent it to our online merchants in a timely manner

- Adhoc tasks woul

- Working on Analyst packs as and when they come in
- Preparing Analyst Reports on players who have triggered for certain behaviours so that calls can be placed to players
- Reaching out to players via telephone to discuss their account and the concerns we have due to the triggers they have hit e.g. time spent playing/ extended gameplay, affordability etc
- Ensure an in depth conversation is ha

- Managing 2 teams of 11 agents
- Creating write ups and procedures and storing them in Confluence to minimise agent errors
- Investigate and report suspicious behaviours to the casinos when the accounts were passed over by agents
- Identify new abuse patterns and set up training sessions with agents to roll out the procedures/ processes to be followed when such behaviour presented itself
- Updat

Payments, Fraud & Risk:

• Process withdrawals daily
• Perform deposit checks throughout the day
• Assist with KYC verification
• Perform standard fraud and risk checks
• Identify abuse patterns
• Report and Investigate suspicious behaviour
• Create and chase tickets via service desk
• Ensuring SLA’s are met
• Maintain and update payments and fraud manual
• Drafting manual for payments and fraud

Processing of bank wire withdrawals via FutureSpace
Processing manual deposits
Processing eWallet withdrawals
Locating and crediting missing deposits
Resolving cases via Salesforce and Zendesk
Problem solving via our customer service channel
Spotting fraud patterns
Spotting RG Patterns from high deposit volume in short space of time to requesting and cancelling withdrawals repeatedly
Checking

Processing of bank wire withdrawals via different PSP's
Processing manual deposits
Processing eWallet withdrawals
Locating and crediting missing deposits
Spotting RG Patterns from high deposit volume in short space of time to requesting and cancelling withdrawals repeatedly
Resolving cases via Salesforce
Problem solving via Live Chat
Assisting Finance with reconciling deposits

Dealt with clients via telephone, Live a chat or email
Making sure all customers had a memorable experience when using Gumtree
Promote offers and provide information on up and coming offers to all of our loyal customers
Problem solving
Complaint Handling
Identifying new trends and patterns by analysing known fraudulent ads and accounts

Dealing with customer's via telephone
Problem solving
Promoting offers
Opening of accounts
Processing money transfers