David Jacobs Email & Phone Number

•Onboarding, testing, and launching of new payment systems.•Reconciliation of gateway-to-system reports, receipt of funds reconciliation, and reporting of gateway results.•Continuous monitoring to ensure payment system uptime.•Documenting, analysing, and reporting on acceptance rates and decline ratios•Providing payment support to customers in order to resolve payment issues.•Maintaining an effective BIN management process•Account management with payment system providers, including chargeback management, processing and settlement costs, uptime, suspensions, and regulatory changes•Advising the organization's management on the actions that must be taken to maintain an optimal payment strategy•Liaison with the Global Payments Manager on all matters pertaining to payment system onboarding, maintenance, and the occurrence of critical issues.•Monitoring and strategy development to increase conversion and acceptance rates•Managing the organization's risk policies•Creating and Maintaining Risk and Fraud Procedures•Managing the organization's fraud costs, including but not limited to withdrawal and fraud log reviews•Assuring the organization's compliance with regulatory requirements, including but not limited to AML and GDPR requirements•Management of Know Your Customer (KYC)•PCI schedule management for the organization•Improve and monitor the payments department's productivity and involvement in the business process.•MIMO team management, training, and development Champion the company's core values

•Creating and sustaining risk and fraud procedures.•Management of the customer/client review process•Monitoring and upkeep of the risk and fraud log.•Monitoring of risk notification emails•Ensuring that All KYC documents for winnings/withdrawals are requested and analyzed in accordance with anti-money laundering practices.•Pre-emptive reviews of suspicious activity•Processing all chargeback inquiries and taking appropriate action on related accounts.•Identification and reporting of system errors/anomalies - tracking resolution and follow-up•Responding to customer inquiries about risk-related issues•Creating a fraud cost report•Quarterly reviews on Risk and Fraud systems•Identifying potential risk and fraud patterns and providing feedback to the business.•Fraud investigations (new and old fraud groups).•Keep up to date on fraud trends and tools.

Cape Town, Western Cape, South Africa

•Assign and monitor the following tasks' workflows and quality: Purchases, withdrawals, reviewing and approving customer documentation, and other various tasks performed in the area are all subject to risk Sentinel screening.•Make certain that SLAs are met.•Set goals and priorities for myself and all staff members.•Responsible for managing and coordinating staff work hours, as well as managing shift rosters.•Encourage and promote teamwork and best practices in the area by exchanging ideas, making recommendations, and ensuring consistency within and across the team via effective networking and peer support.•Perform daily quality assurance on team members' work (questions and investigations) and arrange training as needed.•Make daily statistics on productivity, quality, and attendance available.•Monitor staff performance and provide coaching, feedback, and training to the team in order to maintain and improve productivity and quality levels.•Annual performance reviews in accordance with Mastercard guidelines (Key Performance Indicators)In collaboration with QC/trainer, monitor the quality of staff responses to customer queries received via email or phone, and maintain regular communication about staff coaching needs.•Ensure that all RightNow incidents are handled within the agreed-upon time frame (SLA)•Responsible for ensuring that all RightNow incidents that could not be attended to in a timely manner are re-assigned and feedback is provided to relevant parties.•Create a proactive relationship with our merchants by remaining proactive, honest, and professional at all times.•Queries from the Customer Support HOD were handled within the agreed-upon time frame, and team feedback was provided upon request.•Handle external client/customer requests, queries, and complaints effectively and within the agreed-upon turnaround time.•Ensure that feedback on training needs and team concerns is provided to the QC trainer on a regular basis.

Cape Town, Western Cape, South Africa

•First-level risk screening on Risk Sentinel and Gatekeeper, followed by action in accordance with business procedures. This includes the creation of new accounts, as well as purchases and withdrawals.•Evaluate player profiles and make recommendations based on fraud trends.•Action must be taken during a void period.•Check the player documentation (passport, utility bills).•Risk calls to players when necessary or deemed suspicious, and recommends to casino management an appropriate action to be taken on the account.•Requesting customer documentation and reviewing it in accordance with client-specific business rules and procedures.•Resolving merchant inquiries over the phone, via RightNow, or via email. This will include Web Wallet support as well as incoming phone calls.•Ensure that chargebacks are answered promptly and that detailed feedback is provided to casino hosts and senior fraud investigators. This includes escalating and forwarding queries to second-line departments.•Report any trends discovered on duty to my Shift Leader so that the incoming supervisor receives a proper handover.•Profiling new syndicates for fraud and updating existing profiles (i.e.: IP address, Credit Card Bins, email address, etc.).•Keeping track of and updating block lists.•Chargebacks - add information to relevant block lists and upload player documents to World Pay for representations.

Cape Town, Western Cape, South Africa

•Contribute to the completion of the fraud bad debt budget.•Examine and block all new business applications that appear suspicious.•Monitor and act on all fraud exception reports, and help to improve security features.•Ensure that adequate controls and exception reporting are implemented in accordance with policies.•Report to my superior on operational risks and controls.•Investigate and close all disputed transactions involving fraud.•Keep up to date on all developments and trends in the fraud world, and conduct fraud analysis.•Effectively process and use fraud data provided by other retailers.•Manage the operational relationship and SLA with alliance partners (MBL). Card recovery service (CRS) - compile a monthly card impounding list and manage the vendor relationship.•Weekly fraud suspense account vs. weekly write-offs•Visa warningsProcessing Team Leader •Meet to discuss the daily action plan.•Motivate the team by assigning work to agents.•Keep an eye on agent performance.•Keep statistics for all Trim and NCA queues.•Reducing client correspondence received via fax and post•Assuring that the team adheres to the SLA (service lever agreement)•Every morning, provide stats to the team manager and team.•Budget reports that are still pending•Finance lines•Uncollected Playing CardsCredit Card Agent •Incoming and outgoing calls of various types•New account opening and pre-approved applications•Helping customers with balances, credit available and approving a budget transaction•Educating our customers about the product•Calming irate customers or escalating them•If necessary, reprint cards.•If our consultants are unavailable, I will assist or coach my colleagues.•Putting new processes and procedures in place•Help Team Leaders on the floor with inquiries.

Cape Town, Western Cape, South Africa

•Managing the Pick & Pay Branch on-site•Managing the Southern Suburbs Sales Team, keeping track of weekly sales figures.•Manager Planning weekly store visits for the sales team, such as checking marketing and merchandising, merchandising administration, etc. Updating store managers on weekly sales figures and future promotions Planning.•Motivating and incentivizing employees who facilitate service between clients, banks, headquarters, and stores.•Booking a card collection, Card auditing, and calling clients to collect their cards•Coordination of card and account types for clients among clients, banks, and branches.•Pick & Pay and Nedbank employees are being trained on the Go-banking product.•Presentations to prospective clients and businesses.•Acquiring new clients.•Creating infrastructure for staff and customers at the Pick n Pay store.