Fraud Operations Specialist – Portuguese and English Speaker - Night Shift

Fraud Operations Specialist – Portuguese and English Speaker - Night Shift

Job title: Fraud Operations Specialist – Portuguese and English Speaker  - Night Shift

Location: Bulgaria, Sofia

Overview of the role:

Have you ever considered what a week in the life of our bilingual Fraud Operations Specialists consists of?

If you answered “yes”, then we have some great news! We’re hiring, and this could be the perfect opportunity for you to join our Fraud Operations team. You will be tasked with making our award-winning platform a safer place to play, working side-by-side with colleagues across the globe. As a Fraud Operations Specialist will also have the chance to leave your footprint and shape the destiny of over 14 million players worldwide.

A working pattern suited for you!

We get that the standard 9-5 doesn’t suite everyone’s taste. What if you had the opportunity to get the most from your social life during the day and come alive at night? Well, the Fraud Operations Specialist role is part of our night shift team and will allow you to balance life’s more important aspects.

But wait, there’s more!                                                                                                                                       

You’ll have the comfort to work both from your sofa and our modern, state-of-the-art, office. We will kit you out with everything you need to work from home to ensure you're up to speed from the start. Our hybrid approach to working has proven to be successful, so spending some quality time together in the office keeps us mission aligned.

What you’ll do:

A week in the life of a Fraud Operations Specialist:

We’d be lying if we said every week was the same here at PokerStars, but we want to show you what a typical week of a Fraud Operations Specialist could look like.

Our Fraud Operations Specialist is responsible for assisting other team members with intricate issues raised by the Group’s players, and for reviewing

both customer accounts and system alert activities. You will report directly to a Fraud Operations Team Leader and your shifts will last 11 hours following four days on - four days off pattern.

Now, here’s an example of what a week could look like with us:

• Monday – OFF - Nothing better than to start the week with a day off, right? Enjoy it!
• Tuesday – You kick start the week by verifying some KYC documentation, processing several real-money transactions, and actioning a couple of system alerts generated by our customers’ activities.
• Wednesday – You’ve found your rhythm and acquired an inclusive understanding of the issues that must be resolved, so it’s time to analyse and understand fraudulent behaviours as well as the transactions’ lifecycle processes. You perform risk assessments on our customers’ accounts and ensure that the players use our platform solely for its main purpose: entertainment.
• Thursday – You support our clients with specific assistance in accordance with our internal procedures. You handle some third-party contacts, analyse a few transactions across a variety of payment methods, and provide accurate information for management reporting purposes.
• Friday – You start your shift by monitoring players’ accounts and transaction data for suspicious activities and possible fraud. It’s time to prevent a few credit card frauds and identify several doctored documents, all whilst ensuring that any suspicious activity is reported in a timely and efficient manner. 
• Saturday & Sunday - It’s time to relax, recharge your batteries and get ready for next week!

What you’ll bring:

Your experience

• Fluency both in Portuguese and English
• Previous experience in online fraud investigations and/or online payment processing merchant systems might give you the upper hand
• Alternatively, we’d be looking for 2+ years of Customer Service Representative experience in the gaming, е-commerce, financial, or banking industries
• Working knowledge of international document verification, KYC and AML/CFT procedures
• A versatile understanding of the MS Office package - Don’t worry, you don’t need to be a master with the Index and Match functions in Excel
• The ability to think both linearly and outside of the box
• Vast attention to detail. We are looking for an organised person, who does not miss a thing
• Problem solving and resourcefulness in working under pressure
• Being a master in deduction and analysis – any skills that Sherlock Holmes possesses are welcomed

Desired skills and little things that help

• Proficiency in any additional language is a plus
• Understanding of online payment lifecycle in e-commerce environment
• Motivation to work in a dynamic, highly technological environment

So, what about the important questions?

Will I be part of part of a successful team? – Yes! We take our job seriously and perform the pertinent background checks and can hereby confirm that you’ll be part of a forward-thinking team with great skills and untold potential. 

Is there any room for development? – You bet there is! Along with the opportunity to develop within the Fraud Operations Department (Senior Specialist, Team Leader, Fraud Quality Specialist), you can develop outside as part of the Marketing, Compliance, Regulatory, IT, Project and Product Management, HR teams, and many more.