Payments Agent

About YSI

Yellow Social Interactive is a dynamic and innovative leader in the social gaming industry, dedicated to creating engaging and interactive experiences across various platforms. Our commitment to excellence and creativity sets us apart in the market.

We seek exceptional, talented individuals who aim for excellence. With offices in Gibraltar, Antigua, and bases in Malta and the Philippines, plus a global remote team, we welcome motivated people capable of building and scaling business functions.

Job Purpose

You will be responsible for assisting in ensuring the day-to-day processing of redemptions, monitoring of purchase levels and investigation into purchase and payout issues are completed. Providing resolution to payment queries via Zendesk and Live chats whilst providing guidance and support to the team as required. You will work to identify patterns which highlight potential fraudulent members, limit, and escalate accounts which could potentially pose chargeback risks and help develop processes and procedures to mitigate fraud.

Areas of Responsibility

• Handle escalations pertaining to purchases and redemptions.
• Liaise with the risk team to complete refunds on their behalf and collaborate on any other tasks.
• Review redemption requests daily and action appropriately.
• Performing investigations and taking immediate corrective action to mitigate losses to the business.
• Work closely with internal teams, assisting with any possible issues, like missing redemptions or unable to purchase.
• Follow procedures and actively contribute to process improvements to ensure the standards and workflows are respected and that potential risks are properly eliminated.
• Proactively conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity, by investigating suspicious alerts with proper analysis and follow-up.
• Analysis of internal reports

Requirements

• Ability to manage workload effectively and in a timely manner.
• Excellent verbal and written communication skills in English.
• At least 1 year working in Customer Service in iGaming, KYC, Fraud, Risk Management or Payments.
• High level of attention to detail.
• Highly motivated and willing to learn and develop skills.
• Team player and self-starter who can work on their own initiative.
• Ability to work closely with other departments across geographical boundaries.
• Excellent analytical skills.
• Willing to work shifts, weekends included

Benefits

• Competitive salary
• Flexibility to work remotely
• Opportunities for career growth and development.
• Collaborative and dynamic work environment.
• Performance Bonus

Join our team and contribute to creating a vibrant and supportive social gaming community! If you are a proactive and player-focused professional, apply now and be part of our mission to provide exceptional player experiences.