Fraud Supervisor I

Overview

IGT is seeking a Payment Services Fraud Supervisor to join our Cashless Payments Team based in Providence, RI. Reports directly to the Manager of Fraud and Risk Services, Payment Services.

This is a full-time permanent role (benefits eligible) and hybrid onsite 2-3 days per week at our Providence, RI office.
 

Responsibilities

• Manage fraud queues through investigation and handling of suspicious accounts and events in accordance with company procedures and best practices while meeting SLA requirements
• Supervise and provide ongoing training to the fraud operations team who is responsible for investigating fraudulent/improper activities by players of IGT’s lottery customers
• Participate in candidate interviews for open analyst positions and provide feedback to management
• Onboarding of new staff, including submitting access requests, ensuring system set up is complete, and implementing new hire training plans
• Coordinate team responsibilities through daily check-in calls, task tracker worksheets, and start shift & end shift communications – encouraging high team productivity
• Monitor employee metrics including performance, attendance, and feedback
• Notify management of queue anomalies, workforce matters, and identified system issues
• Conduct in-depth data analysis, validation, and investigation as needed using multiple systems including payment gateway, KYC and geolocation portals, consolidating data, and manually manipulating large sets of data from gaming, payment, and identity validation systems
• Monitor KPIs tracking fraud queues and outcomes, to keep management informed of department activities such as the nature and status of investigations in progress
• Assist in reviewing processes and procedures to determine where improvement may be needed and effectiveness related to best practice and/or regulatory standards
• Assist in ensuring compliance with regulatory obligations by reviewing regulatory requirements and ensuring the staff is aware and adhering
• Support maintenance of annual and quarterly internal compliance reporting and external audits as required
• Chargeback management including responding to payment disputes, tracking, and recovery of potential losses due to fraudulent, illegal, and/or improper activities
• Incident management and escalation in accordance with established policies and procedures
• Additional duties as required

Qualifications

• Bachelor’s degree or 3+ years of analysis experience, online gaming industry would be desired
• Proficiency with MS Office Suite including Excel and PowerPoint
• A standout colleague who enjoys researching and has a strong desire to learn
• Personal energy to proactively address situations and follow a positive approach, resilience in front of change and obstacles
• Excellent communication skills, with the ability to understand business needs and interact at all levels of the business
• Analytical, well organized, and thorough
• A team player who enjoys researching and troubleshooting with an innovative and self-sufficient outlook
• Ability to multi-task and self-prioritize to ensure deadlines are met in a timely manner

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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