Irene Matika

• Conducting transactional and behavioral customer analysis to identify suspicious trends, variations, and patterns.
• Leading a team of 6 Casino and Sportsbook Risk Specialists, guiding, planning, task delegation, progress monitoring, training and coaching, conflict resolution and performance management.
• Evaluating and identifying suspicious behavior as well as independently reporting Suspicious Transaction Reports (SAR) to the MLRO
• Created systems and procedures for risk assessment and withdrawal policies (RMCP), PEP Reviews and general investigations, assisted in launching and establishing the Casino and Sportsbook Risk department
• Transaction monitoring
• Manual processing of withdrawals, approximately 1000 per day
• Executing Know Your Client (KYC) and Anti-Money Laundering (AML) processes and filing reports to appropriate regulatory agencies
• Monitoring regulatory changes and updating policies and procedures accordingly for compliant risk management.
• Completion of daily reports, including but not limited to suspicious activity reports and suspicious transaction reports.
• Ensuring that reported issues are addressed in-house and within the
  time frame that does not further expose the business to more risk
• Working hand in hand with related Gambling Boards on
  Responsible gaming issues
• Collecting and analyzing data; identifying and recommending changes to minimize risks to core business processes
• Keeping abreast of evolving market trends and legal requirements and keeping risk assessments accurate and relevant
• Preparing risk management operations and progress reports for management review and decision-making.
• Managing day-to-day complex problems and escalation of client's cases through internal communication channels (CRM)
• Chargeback investigations and resolutions
• Preparing risk management operations and progress reports for management review and decision-making.
• Managing day-to-day complex problems and escalation of client's cases through internal communication channels.

• Initiated and performed case investigations, documenting suspected online fraudulent activity
• Monitored transactions, thresholds on deposits and withdrawals
• Recognized changing patterns and techniques used by fraud perpetrators to achieve overall fraud management goals in online Casino
• Interpreted case management system information to assist with customer questions and resolve cases
• Handling disputes: Denial of Accounts or denial of Transaction investigations
• Conducted detailed investigations into suspicious transactions, involving analysis of customer profiles, payment histories, account data and other relevant factors.
• Developed strategies to reduce the occurrence of false positives generated by the system's automated fraud detection rules.
• Demonstrated expertise in developing and implementing fraud prevention strategies, policies and procedures.
• Monitored accounts for unusual or suspicious behavior by utilizing various analytical tools.
• Maintained up-to-date knowledge of emerging technologies used in fraud detection systems.
• Performed extensive research on global regulatory requirements for anti-fraud operations.
• Prepared written reports of investigation findings.

• Analyzed the financial and operational performance of the company and recommended remedies.
• Streamlined processing procedures by implementing efficient workflows and improving overall department productivity,increasing efficiency by 15%
  •Verifying and processing (Sports, Casino and Poker) withdrawals in a fast and efficient manner.
  • Monitor account registrations, deposits and withdrawals
  • Actively follow industry news and trends
  • Chargeback reviews, report and advise if they should be disputed
  • Running hourly Reports and monitoring processor performance
  • Identify and report improvement areas according to company procedures
  • Provide 2nd line of support to the Customer Support Department via internal channels, ticket system
  • Liaise with external payment service providers to resolve any pending issues
  • Report incidents according to company guidelines
  • Recognizing subtle patterns of fraudulent activities and communicating them to the team
  • Verifying accounts and running internal control checks
  • Liaised with external gaming providers, PSPs and other internal and external departments
  • Strictly followed procedures, as well as actively contributing to identify system and process improvements
• Reduced processing errors with thorough data analysis, ensuring accurate results and timely completion of tasks.

• Registered and updated accurate customer information in the database to maintain proper documentation.

• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.

• Providing technical support and assisting customers to navigate on the platform

• resolved customer inquiries, complaints, and issues, providing insightful solutions.
• Offering appropriate solutions and advice to customers in a timely manner
• Handling of all technical queries and escalating to relevant departments
• Reviewing all Poker, Casino, Sports and financial trading claims
• Verifying customer's claims and information and directing them to online resources

• Established positive relationships with clients by going the extra mile to build rapport.

• Assisting and educating customers about products
• Merchandising and maintaining department and store standards
• Boosted company productivity and morale through consistent engagement with team members and management.

• Assisted managers and assistant store managers with personnel, merchandising, and product supervision.

• I trained and supported the team to develop and manage online sales processes.
• Recruited, trained, and supervised newly hired staff and evaluated their performance.
• Reported losses, employee behavioral issues, complaints and operational issues to upper-level
  management.

• Follow current online shopping trends to inform purchasing decisions.
• I oversaw the storage, listing, and dispatch of goods to maximize sales through different online platforms and outlets.
• Managing online orders and deliveries