Customer Operations Risk and Intelligence Specialist

The Role

The Specialist will support all Customer Protection operational teams through the delivery of business intelligence, statistical analysis, and reporting, enabling informed decision-making and performance monitoring. The role is responsible for identifying trends, risks, and opportunities related to fraud, promotional abuse, and operational effectiveness, while providing actionable insights and recommendations to strengthen controls across the group. In addition, the Specialist will proactively review departmental processes, identify improvement opportunities, and take ownership of implementing sustainable, efficiency-driven changes that enhance both operational performance and customer protection outcomes.

What you will do

• Proactively and reactively monitor and action accounts guilty of bonus or sportsbook abuse, wiseguys, or other high-impact, complex fraud activity
• Further the outputs of the Fraud Detection Engine by taking ownership of detection improvements and suggesting enhancements to existing tools and processes
• Advise relevant commercial functions to mitigate risk of abuse and improve ROI
• Ensure you are fully up to date on any new campaigns, games, or abuse types that need to be monitored or mitigated
• Conduct in-depth investigations and write proper confiscation reports, liaising with Legal/Management, when necessary, in line with established procedures
• Establish a business relationship with payment teams to verify and control different types of Payment Service Provider criteria
• Deal with requests from the police and other authorities in a timely manner to support their investigations
• Be the point of contact for our Compliance and Legal teams to assist with case compiling
• Manage payments disputes to mitigate losses by contesting effectively and producing valuable analysis and feedback for frontline Customer Protection teams
• Gather data and proactively conduct analyses primarily focused on management insights, fraud trend analysis, rings, patterns, and syndicates
• Provide context to statistics in a way that is easily understood by management along with the various operational teams to produce recommendations to ways of working
• Undertake project work to improve our ways of working and support Operational teams by driving end-to-end process improvements
• Maintain an information and feedback flow with Operations teams to establish collaborative ways of working
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role
• Identify and raise any non-compliance incidents promptly to your line manager
• Challenge processes, policies and projects that will negatively impact compliance within the Group
• Complete all mandatory compliance training assigned to you
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear

Your Experience

• Strong working knowledge of Microsoft Office tools
• Excellent written and verbal skills in English, with the ability to communicate and to influence without authority
• Knowledge of data analysis tools and SQL will be a plus
• Knowledge of promotional and sportsbook abuse together with fraud detection and prevention will be considered a strong asset
• Analytical way of approaching problems with attention to detail
• Ability to conduct thorough analyses on department performance
• Customer-centric decision making
• Self-motivated, organized, and ability to work under pressure with a clear sense of accountability for outcomes
• Ability to adapt seamlessly to changes in a fast-paced environment showing a passion to succeed
• Strong interdepartmental communication skills demonstrating a collective spirit