Role Purpose
The Fraud Operations Analyst will monitor all daily reporting to identify fraudulent or suspicious activity, and review/resolve inbound and outbound customer fraud contacts across the FanDuel Group brands. In this role, you will need to become an expert in operational payment and fraud procedures and be skilled at multi-tasking, thinking critically, and having high attention to detail. Weekend work is required, as well as possible late-night or early-morning shifts. This role requires intermediate experience in customer service and understanding of existing and emerging fraud risks within online gaming or related industries.
Accountabilities & Responsibilities
- Independently determine fraudulent activity and act according to agreed procedures with regards to transaction monitoring, account creation reviews, and further verification checks.
- Reactively and proactively conduct analysis of transactional and customer records to link risky transactions and accounts to known fraudulent activity. Is role / team / function thought leadership or operational in nature.
- Provide inbound and outbound support related to customer payment and fraud inquiries and customer issues.
- Investigate suspicious alerts (internal & external) with proper analysis and follow-up.
- Raise any suspicious behavior or transactions relating to AML procedures
- Provide updates regarding ongoing fraud & payment issues notice during daily responsibilities.
- Undertake necessary administration work, including dealing with customer correspondence and record keeping/case management.
- Perform ad hoc projects as assigned.
- Available to work flexible hours that include weekends, and holidays
Skills & Capabilities
- Excellent organisational and communication skills; both written and verbal.
- Meticulous, takes initiative and possesses good analytical skills.
- Excellent attention to detail.
- Ability to meet deadlines on a day-to-day basis.
- Excellent written and spoken English.
- Experience with Microsoft Office Suite (Excel, PowerPoint, Word) or Google Suite (Sheets, Slides, Docs) including a strong understanding of Spreadsheet Functions (VLOOKUP, SUMIF, etc.)
Qualifications & Experience
- Previous experience in fraud, payments, trusty & safety and/or customer partner concerns preferred
- Bachelor’s degree or equivalent experience degree in a related field preferred.
- Understanding of online betting or casino industry is a plus
- Must be able to obtain required licenses as mandated by various state gaming and racing regulatory bodies.
Measure of Success
- Create a smoother and quicker resolution time for those customers in need of assistance from the Fraud team.
- An increase in fraud detection and a decrease in Fraud losses.
About Flutter
Flutter is the world’s leading online sports betting and iGaming operator, with a market leading position in the US and across the world. Our ambition is to use our significant scale and our challenger attitude to change our industry for the better. By Changing the Game, we believe we can deliver long-term growth while promoting a positive, sustainable future for all our partners. We are well-placed to do so through the distinctive, global advantages of the Flutter Edge, which gives our brands access to group-wide benefits to stay ahead of the competition, as well as our clear vision for sustainability through our Positive Impact Plan. Flutter operates a diverse portfolio of leading online sports betting and iGaming brands including FanDuel, Sky Betting & Gaming, Sportsbet, PokerStars, Paddy Power, Sisal, tombola, Betfair, MaxBet, Junglee Games and Adjarabet.
On May 31st 2024 Flutter moved its primary listing to the New York Stock Exchange. With a greater proportion of our future profits expected to be generated in the US, and given FanDuel’s #1 position in that market, we believe a US primary listing is the natural home for the Group.
About Division/Function
FanDuel Group is a ground breaking sports-tech entertainment company transforming how consumers engage with their favorite sports, teams, and leagues. As the premier mobile gaming destination in the United States, FanDuel operates across sports betting, iGaming, horse racing, daily fantasy sports, and FanDuel TV. With a presence in all 50 states, serving approximately 19 million customers, FanDuel Group is a subsidiary of Flutter Entertainment plc (NYSE: FLUT).
