Tyler Cassar Email & Phone Number

Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations. Assessed incident priority based upon impact to business and escalated issues as necessary. Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures. Increased overall productivity by providing training and support for team members in best practices and techniques.Developed detailed plans based on broad guidance and direction.

Translation of regulatory requirements into awesome detailed project documentation in the form of user stories.Identify and present potential user stories for technical solutions.Close co-operation with product development team to ensure technical compatibility and player experiences in implementations.Collect input on improvements within the regulatory scope.Planning and working flexibly towards set targets and timelines.Documenting the solutions with wire frames, flowcharts, and detailed requirements documentation.Delivery support (for example support on new market entries, or major regulatory overhaul).Dealing with the technical regulatory requirements for the Danish, Dutch, German, Maltese and Canada-Ontario Jurisdictions.

Malta

o Analysing data in order to assess bonus abuse and affiliate fraud activity on a regular basis.o Assisting in the daily checks of potential bonus abuse.o Screening new registrations on the daily/weekly basis and eliminating potential system abuse.o Reviewing and identifying loopholes in the bonus system to eliminate the abuse.o Informing all the risk and payments department of any ongoing bonus and affiliate fraud trends.o Ensuring that high-risk accounts are stopped in time before company will have to face financial losses.o Ensuring that bonus abuse and affiliate fraud is prevented, deterred or stopped to minimize financial losses to the company.o Communicating with Affiliate Team about possible threats coming from potentially fraudulent accounts as well as close cooperation with other departments (Sportsbook/Casino) in order to keep a close eye on involved players themselves.o Creating documentation for all procedures relating to counteracting bonus and affiliate fraud.o Reviewing gameplay of big winners and identifying potentially harmful gaming patterns.o Creating detailed documentation for all fraud cases.o Investigating and suggesting improvements on sites, products and processes.o Assisting in the daily processing of payments for flagged customers.o Flagging high-risk accounts.

o Creating and delivering training programmes.o Leading Customer Support Team in day to day activities and ensuring that team targets are exceeded and quality of service given to customers.o Monitoring and assessing quality results.o Managing the workloads/queues between the inbound and outbound priorities.o Assisting and mentoring agents.o Managing team productivity and general productivity adherence/driving the development of team members to maximize performance.o Cooperating with internal departments.o Developing new processes and strategies.o Providing status updates/reports to senior management.o Managing customer complaints in line with the company complaints procedure and developing an inspiring feedback process.o Being involved in staff recruitment.o Performing 1-1’s with team key members.o Training staff to deliver a high standard of customer service.o Assisted in the updating of AML Procedure Guidelines based on UKGC/MGA Guidelines.o Assisted in the creation of compliant GDPR Procedures involving customer correspondence in line with UKGC/MGA Regulations.

Temporary Contracto Leading CS team in day to day activities and ensuring team targets are exceeded and quality of service given to customers and internal department.o Managing team productivity and general productivity adherence/driving the development of team members to maximize performance.o Providing status updated/reports to senior management.o Driving team performance against agreed KPI, company targets and compliance, within pre-agreed annual budget.o Introducing and standardizing policies and procedures that result in more efficient work for CS agents.o Ensuring that company strategy translates to the customer journey by liaising with other business function.o Managing customer complaints in line with the company complaints procedure and developing an inspiring feedback process.o Being involved in staff recruitment.o Performing 1-1’s with team key members.o Training staff to deliver a high standard of customer service.o Other duties as might be assigned.

o Training and mentoring new employees within the Payments & Risk Teamo Assisting Head of Payments and Fraud and Payments Manager in regard to various tasks pertaining to Payments & Risk Team;o Working closely with Head of Payments and Fraud and Payments Manager in order to improve and maintain procedures within the Payments & Risk Teamo Escalating suspicious and fraudulent trends indicating potential generic issues in regard to payment operations;o Reviewing internal and external transaction alerts;o Compiling replies to retrieval requests, chargeback notifications and requests for information from acquirers and card issuers as well as proceeding internally and accordingly when such activity is identified;o Taking care of payment-related complaints from customers both filed directly and through alternative dispute resolution providers, especially but not exclusively IBAS (The Independent Betting Adjudication Service);o Assisting and guiding other Team members should the need arise;o Aiding in payment processing and document review when needed;o Handling payout reversals;o Assisting Fraud and Payments Manager is setting up and reviewing KPIs for agents;o Giving feedback regarding Quality control of the team and implementing this into KPIs;o Communicating new procedures and ensuring that they are followed through by agents.

Malta

o Risk Management: monitoring incoming deposits, assessing risk associated with each transaction. o Fraud Management, detecting bonus abuse cases, detecting fraudulent patterns. o Withdrawals Processing, handling customer’s pending payouts. o Handling Know Your Customer Process, requesting and verifying necessary documents, vetting new customers. o Responsible Gambling Prevention, monitoring accounts for potentially addictive behaviors. o Handling Unsettled Transactions, escalating non-settled funds cases with payment providers.