Provide first-line telephone and email support to customers using a suite of software tools including Aircall, Freshdesk, MessageMedia, Google Suites- Support the delivery of Groundfloor services, including:- Managing inbound parcels- Investigation of missing/misdelivered parcels- Authenticating new couriers- Supporting customer launch events- Delivering new customer and courier training- Assisting with field service and preventive maintenance schedulesMaintain data in critical business support systems- Groundfloor installations- Courier information, Courier reporting, Courier relations- Inventory through Asset Panda- Field service and preventive maintenance scheduling and managementManagement of Customer Service staff and rosteringProcess innovation and documentation

- Hardship case management - Debt collection- Skip Tracing- Customer Service

- Working as part of a small team of analysts to assess and action alerts responsible for fraud, audit, Anti Money Laundering and / or responsible gambling.- Assessing and monitoring various customers accounts/transactions and applying the necessary risk-based decisions to protect Sportsbet from financial loss- Analysing online and credit card transactions for irregularities and suspicious activities.- Working across specific software to manage and track fraudulent events.- Manual review of large deposits through Kount and SQL reporting. - Chargeback reconciliation, defence responses, review and action of Chargeback notifications through Ethoca.- Performing end-to-end operational and tactical assessments in accordance with company policies, procedures and service level agreements.

- Identifying and mitigating various fraud-related activities including card-not-present fraud, instances of ID takeover, account takeover, bonus and promotional abuse, third-party activity, false documentation and manipulation of turnover.- Ensuring the platform aligns with the company’s RSG policies in adherence to compliance standards and to facilitate a safe betting environment for customers.- Chargeback reconciliation and defence responses.- AML/CTF requirements, suspicious matter reports, KYC and customer due diligence guidelines, and assisting with outside companies in insolvency matters.- Working closely with other departments within the business, including Customer Operations, Payments, and Compliance.- Working autonomously and within a team to complete hourly analysis of data reports and customer accounts.- Handling customer exit calls with sensitivity to issues such as RSG and AML.

- Efficient processing and fulfillment of all rewards redemptions.- Collation of data into Excel, stocktaking and ensuring database accuracy.- Ordering of stock through third-party suppliers.

- Delivering consistent, high quality customer service through multiple support channels. - Answering queries regarding a range of products/promotions, wagers placed, payouts, depositing and withdrawing, and technical issues.- Liaising with other departments including Risk and Trading, CRM, Payments and Security.- Providing timely first point of contact resolution of queries via phone, and chat/email through Zendesk.