Panesh Jaya Tan

* Reviewing and investigating new customer activations. Perform verification to mitigate risk of fraudulent sign-ups.

* Manage and coordinate all communications and escalations from various stake holders on fraud related issues as raised by customers, ensure proper case management and resolution within SLA.

* Monitor alarms generated by Fraud Management System (FMS) on total exposure and sudden surge in usage.

* Responsible for the identification of fraud cases through specialized analysis and FMS alarms.

* Recommend process improvements to close fraud gaps or leakages based on investigation conducted.

* Analyze fraud trends and tweak rules threshold when needed for fraud alerts.

* Manage a team that handles the processing of customers’ confidential documents and payment related matters.

* Take ownership of strict compliance and security requirements both internally and externally.

* Keeping abreast & understanding fully, the latest changes & policies of government agencies.

* Propose internal changes to policies, processes, and systems to improve processing efficiency and ensure high standards are met.

* Well verse in the usage of credit/debit cards, e-wallets, vouchers, and any other methods in the market.

* Propose controls to ensure Operational and Financial Risks are managed effectively.

* Proactively monitor relevant end customer activity and ensure timely communication to clients, stakeholders, and management.

* Investigating end customer activity and risk profiling.

* Analyzing statistics or other data to determine risk profile.

* Oversee financial transactions, including authorization of withdrawals.

* Creating, reviewing, documenting and implementing, as well as handling of daily checks for KYC/AML procedures and policies for the prevention of potentially fraudulent activities.

* Liaise with customers, 3rd parties, and internal departments as needed to ensure smooth processing and any issues are addressed on a day-to-day basis.

* Participate in process improvement and system enhancement projects as needed and contribute towards requirements to improve efficiency.

* Relationship management with Payment Service Providers to ensure the best possible player deposit acceptance and the efficient resolution of end-user problems with payments.

* Participate actively in UAT testing, training, and system rollout.

* Handling customer complaints or any major incidents, such as a security issue.

* Assist in the development of KRI and KPI reports to mitigate risk and manage team performance.

* Handling customer complaints or any major incidents, such as security issues.

* Analyzing statistics or other data to determine risk profiles.

* Developing compliance framework for KYC and Enhanced Due Diligence.

* Minimizing and managing card chargeback representation.

* Maximizing card processing payment acceptance rates.

* Understanding and implementing strict compliance security requirements.

* Main point of contact for online payment service providers.

* Key stakeholder of integrating new online Payment Service Providers to online products.

* Quality assurance testing around payment methods and compliance tools.

* Leading a team of payments & compliance staff - involved in staff appraisals & development.

* Learning about the organization's products or services and keeping up to date with changes.

* Day to day processing, oversight, and monitoring of customers remittances and deposits.

* Monitor transactions, deposits, and withdrawals and ensure timely communication to clients, stakeholders, and management.

* Review customers identification documents to determine the legitimacy of the account, the associate risk, and make sure appropriate decisions are made on each account reviewed.

* Liaise with customers, payment service providers, and other counterparties and internal departments as needed to ensure smooth processing and any issues are addressed on a day-to-day basis.

* Minimizing and managing chargeback representation.

* Participate in process improvement and system enhancement projects as needed and contribute towards requirements to improve efficiency and reduce error rates.

* Keeping abreast of the evolving payment technologies in the market and providing suggestions for the organization to grow and remain competitive, to increase payments acceptance rate, and to improve operating cost ratio. Examples: Paypal, POLI, Neteller, Skrill, Credit Card – Visa/Master, Bank Wire Transfer.

* Learning about the organization's products or services and keeping up to date with changes.

* Responsible to work through a number of pre-determined fraud queues, kana email queues, and service requests to determine if recent account activity is of a fraudulent nature (based on fraud indicators).

* Complete the investigation using multiple resources including customer contact, contacting banks and credit card issuers, reviewing PayPal activity, eBay rating, phone matches, IP Search, and various websites, etc.

* Educate customers on how to maintain security and strive for loss prevention for both PayPal and its customers.

* Responsible for reviewing documentation, analyzing data, and determining in a timely manner whether to verify the authenticity of transactions and/or activities.

* Review PayPal accounts and determine the legitimacy of the account and account holder, the associated risk (using fraud indicators), and make sure all appropriate restriction and/or dismissal decisions are made on each account reviewed.

* Provide coaching and learning sessions to perform effective outbound calls.

* Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity.

* Respond to customer inquiries by phone and email in an inbound call center environment.

* Research customer inquiries using the appropriate tools.

* Empowered to resolve customer’s questions by using creativity and skill to provide compassionate, practical solutions.

* Provide constructive feedback - coach, mentor, motivate and evaluate the performance of the team on a regular basis.

* Assist in setting up BPO office in the Philippines.

* Mentor and conduct training for the new hires in the Philippines.

* Participate in recruitment activities (screening, interviewing).

* Assist with planning/organizing the proper coverage & staff aligning.

* Take ownership and ensure the successful resolution of customer inquiries, requests, feedback, appeal, and complaint.

* Coordinate service recovery efforts with process owners to ensure timely resolution and customer satisfaction.

* Ensure timely reporting, resolution of customer issues within the agreed service standards.

* Continuously review, identify and implement ideas for improvement to achieve customer satisfaction.

* Handle escalations when required and conduct service recovery calls to customers.

* Handle initial suspected fraud investigation and forward to Compliance Department.

* Continuously monitor the traffic & highlight discrepancies and take actions on the spot if needed to ensure that service levels are met.

* Provide constructive feedback - coach, mentor, motivate and evaluate the performance of the team on a regular basis.

* Monitor team attendance, document infractions, and implement corrective action.

* Supervise the quality assurance process and related training of staff members to ensure quality customer service.

* Participate in recruitment activities (screening, interviewing).

* Carry out gaming-related duties, provide efficient customer service and ensure maximum gaming security.

* Enhance the smooth flow of operations by delivering the highest level of professionalism to customers by designing and implementing 5 Star Service Standard.