German Customer Protection Agent (M/F) – Lisbon [241-001008-1]

Are you a German and English speaker looking for a new professional challenge in sunny Lisbon, for an international Sports client?


☑Your purpose:

Purpose of Role:
Responsible for the day-to-day management of the operations to ensure delivery of service within the agreed quantitative and qualitative standards with focus on team performance, customer satisfaction and timely resolutions.

The role in a nutshell:
The Risk Associate works in the Risk Management & Credit Team in the Transaction Services department at Entain. The team’s overarching aim is to catch and prevent fraud at our gaming websites.


☑Requirements:

 Maintain agreed service levels for the DE labels;
 Support the DE hotline;
 Liaise with players on account related issues, resolving problems and ensuring high levels of customer care;
 Handle customer documents as part of the KYC or risk prevention flow;
 Review customer withdrawals within the agreed time frames;
 Perform overall review of accounts as part of withdrawal approval and/or fraud prevention procedures;
 Analyze customer deposits and account categories, to prevent fraud, correct errors and resolve problems;
 Analyze records of Affiliate accounts, to ascertain whether there are any irregularities;
 Suggest improvements to procedures and systems, in the interests of fraud prevention and customer care;
 Investigate financial irregularities on accounts;
 Work with colleagues in other departments to resolve account-related issues and prevent fraud;
 Help maintain quality control and customer care through analysis of player contact;
 Investigate risk issues relating to third party processors;
Check gaming history.


☑We offer:
– Direct and permanent contract with the final client;
– Great work/salary conditions;
– MON-SUN, rotative 8h/day from 7h -22h;
– 2 days at home and 3 at the office per week (Parque das Nações).

If you have what it takes for the role, game on! ♠