Job Description

DetailsWork Location Type:HybridOffice:Type of Employment:Full Time PermanentReference Number:OPS0048About UsAt FDJ UNITED, we don't just follow the game, we reinvent it.FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?FDJ UNITED operates in a highly regulated and increasingly complex market where trust and reputation will play key roles in achieving sustainable growth.The mission of Customer Protection is to promote a company-wide “Build on Trust” and Sustainability priority culture and to ensure FDJ UNITED proactively designs and runs its operations on the basis of the mandatory requirements and standards to create a safe user experience and a reputable business, thereby generating sustainable recurring net revenue.Role Objectives

• Action and mitigate fraudulent activity
• Ensure a good customer experience through the entire lifecycle
• Ensure that the department is operationally compliant in all account handling

Key Responsibilities

• Proactively determine fraudulent activity and act according to documented processes with regards to account actioning, document requests and additional checks required
• Reactively and proactively conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
• Keep an eye out for possible money laundering patterns and communicate your suspicions by submitting appropriate Internal Risk Reports (IRR) to the AML Team
• Ensure you are aware of any regulatory or market changes affecting your function
• Liaise with Customer Services and Payments on a daily basis and professionally handle all escalations, ensuring we minimize contacts, empower CS agents and strive for first contact resolution
• Process customer withdrawals attentively and in a timely manner, in line with the department agreed SLAs
• Undertake necessary administration work, including dealing with customer correspondence and record-keeping/case management
• Ensure you are fully up-to-speed on what the other teams in the department are doing and be ready to complement their work in your day-to-day investigations
• Constantly embrace the team objectives and work on your personalized goals on a quarterly basis
• Perform ad-hoc tasks as required by management
• Ensure that you, and your team, adhere to the Governance, Risk & Compliance (GRC) obligations within your direct responsibility and control
• Ensure any non-compliance incidents within your team are raised through the appropriate channels (Compliance Incidents Process) and that your team are informed of any reporting processes relevant to them
• Challenge processes, policies and projects that will negatively impact compliance within the Group
• Ensure your team's completion of all mandatory compliance trainings within the set deadline
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear

Skills and Experience Required

• Customer-centric decision making
• Excellent written and verbal communication skills in English
• Excellent team player
• Eye for detail
• Strong problem-solving and analytical thinking skills
• Open to giving and receiving constructive feedback
• Strong knowledge of counter-fraud, compliance, and AML
• Keen to share knowledge and help others grow
• Broad knowledge of different markets
• Reliable and self-motivated
• Leads by example
• A strong interest in the gaming industry (sports, gaming, poker, betting) is a plus

How will success be measured in this role?

• Acting in line with FDJ UNITED values
• Relevant departmental and team OKRs
• Relevant departmental and team KPIs
• Fraud detection targets, including CBK ratio and bonus abuse savings

Our Way Of WorkingOur world is hybrid.A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.Application ProcessWe believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.

FDJ United

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