Gergana Stefanova Email & Phone Number

Malta

Saint Julian'S, Malta

Malta

- Analyse and process payments accurately and in a timely manner via different paymentmethods offered- Evaluate fraud risk and take appropriate action by using experience and judgment onpotentially fraudulent activity- Carry out high profile fraud prevention reviews- Review and verify customer documents for authenticity- Assist Customer Support with resolving account management related queries- Recognize subtle patterns of fraudulent activity and communicate them to the team- Review financial and player activity with the aim of minimizing the financial risk to thebusiness- Investigate and resolve issues related to money transfers, including reconciliation oftransactions- Liaise with external gaming providers, PSPs and internal departments

Malta

− Manage customer withdrawals in a timely manner;− Analyse and verify KYC documentation in accordance to internal policies and procedures;− Handle and solve issues in relation to missing or failed transactions;− Liaise with internal departments on a daily basis, ensuring that any escalations made are optimally handled so as to ensure the best service to our customers;− Liaise with Payment Service Providers to ensure the smooth resolution of payment related queries;− Identify any fraudulent activity in relation to document authenticity or customer transactions;− Ensure that any suspicious cases of Money Laundering are escalated to the AML team;− Be responsible for processing, debiting and crediting of funds according to internal processes;− Monitor PSP balances and request balance top-ups, whenever necessary;− Monitor customer account activity, to identify & mitigate potential fraudulent activity;− Perform checks on customers and request the relevant KYC documents in compliance with regulatory governing bodies;

Malta

- Processing outgoing and incoming payments efficiently and accurately while maintaining high standards- Investigations of unidentified payments- Responding to all internal and external queries relating to incoming or outcoming transactions- Assisting in queries from Customer Support, Collections and Bank Reconciliations team, whilst ensuring all SLA’s are met- Sharing best practice/knowledge and experience with other team members- Taking on feedback from seniors/QA to minimize human errors- Supporting seniors and other officers when needed- Adhering to all bank policies and procedures, corporate security policies, regulatory guidance, industry service standards and code of conduct - Communication with Banks and PSP- Active approach towards company organized or external training

Malta

- Providing professional customer service whilst dealing with all enquiries regarding the company’s products and services- Ensuring that client accounts are opened according to the client’s product and service guidelines- Maintaining a high level of knowledge when it comes to the company’s products and services in order to provide customers with accurate information- Identifying selling opportunities after analysing the customer’s needs- Assisting with administrative tasks in accordance with the company´s policies, procedures and instructions- Communicating and close cooperating with country co-ordinators and other departments- Team work to ensure proper customer service is being delivered- Maintains customer records by updating account information- Providing effective communication with supervisors

Malta

- Interact with customers and ensure that they have a pleasant experience- Taking orders from customers according to the Casino procedures- Answers phone and answers questions concerning the menu and restaurant- Having a good attitude towards Casino guests, my colleagues and Casino management team- Punching and following orders on POS, cashing and closing the bills- Handling of cash flow

Malta

- Briefing the staff before service regarding specials of the day, service and up selling techniques- Welcoming guests with a smile and leading them to their table- Taking orders and punch them in POS (Point of Sale)- Having a good attitude towards guests and my colleagues- Closing end of shift report and prepare the cash flow for the next shift to take over- Resolve customer complaints via phone, email, mail or social media- Recommend potential products or services to management by collecting customer information and analysing customer needs

Enterprising And Management Diploma, Enterprising And Management

High School Diploma, Art And Foreign Languages