Patricia C.

Experience

• 

  B3W

  Apr 2015 - Jun 2016

  Customer Support Service Agent

  • Provide customer service to customers via telephone, Live Chat and e-mails in French and English. • Perform outbound calls according to the company policies. • Guide customers through the site and assisting them in using the various services and products offered. • Resolve or escalate all sorts of technical problems reported by customers

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  OHS

  Jun 2016 - Oct 2019

  • Reporting directly to the Payment and Fraud Manager. • Monitoring of PSP/Software backend tools. • Assisting the manager with various tasks not limited to training, procedures. • Independently determine transaction issues, damaging activities and be able to act according to procedures while proposing more efficient solutions or ideas. • Investigating and reporting valuable updates on payment products and competitor sites. • Monitoring agents' work quality, guiding and motivating the team members to ensure that they achieve the necessary work standards.• Working closely with other managers from other departments. • Working as an agent when required. Show less • Manage and approve customers’ withdrawals whilst ensuring the smooth functioning of the payment system. • Coordinating of account balance status for withdrawals. • Working on payment related issues such as: chargebacks, customer refunds. Perform testing of payment methods on production. • Investigating customers technical issues which have occurred with the payments platform. • Review, approve or reject account registrations, deposits and withdrawals. Complete team and individual project work to improve processes and product effectiveness. • Review customer documentation and KYC. • Handle suspicious accounts and events in accordance with company procedures. Identifying any fraudulent transactions or accounts at an early stage to minimize the risk to the company. Show less

  • Fraud and Payments Team Leader

    Apr 2018 - Oct 2019

  • Fraud and Payments Analyst

    Jun 2016 - Apr 2018
• 

  River iGaming

  Oct 2019 - Dec 2019

  Payment & Risk Specialist

  -Perform risk assessment of players throughout their customer journey and perform EDD when appropriate-KYC duties-Liaise with third party payment/fraud providers-Evaluate and identify suspicious behavior-Conduct enhanced monitoring and due diligence when needed-Compile and handle daily reports & account reviews-Analyse and process payments -Investigate and resolve issues related to money transfers

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  The Mill Adventure

  Dec 2019 - now

  - Lead, mentor, and manage a team of risk, fraud, and payment analysts.- Set team objectives, monitor performance, and ensure that goals are aligned with company targets.- Provide training to improve team efficiency and technical skills.- Foster a positive and results-driven work environment.- Identify and assess potential risks related to fraud and payment processes.- Collaborate with payment service providers and financial institutions to resolve issues.- Work closely with the finance team to reconcile payment transactions and resolve discrepancies.- Ensure compliance with legal and regulatory requirements related to anti-money laundering (AML), Know Your Customer (KYC), and other relevant regulations.- Work closely with other departments including product, customer support, legal, and marketing - -- Work closely with other departments including product, customer support, legal, and marketing to align strategies with broader business goals. Show less

  • Risk, Fraud and Payments Manager

    Mar 2023 - now

  • Risk, Fraud and Payments Senior Analyst

    Jun 2022 - Feb 2023

  • Risk, Fraud and Payments Analyst

    Dec 2019 - May 2022