Fraud-Payments Support Agent

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide.

But that's not all! We're not just about numbers, we're about people. With a team of over 1400 passionate individuals spread across twelve countries in Europe and Asia, we're all united by our love for innovation and teamwork.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

About the job

We are looking for a Level 2 Application Support Engineer with a strong passion for technology, problem‑solving, and bringing order to complex situations. You will join our Application Support Team in Bucharest and play a key role in ensuring the stability, quality, and continuous improvement of our applications and services.

What You'll get to do:

• Monitoring transactional activity to detect fraudulent patterns;

• Investigation, reporting and undertaking remedial action on suspicious account transactions to protect business from financial loss;

• Utilisation of fraud systems to optimise deposit conversion percentages and keep chargeback ratio within acceptable limits;

• Analysing customer account activities to detect unusual transactional patterns or behaviours;

• Reviewing and processing withdrawal requests;

• Contributing and ensuring compliance with Fraud Team KPIs;

• Resolving customer queries within SLA guidelines;

• Convey threats identified to the COO and/or Compliance Officer for root cause analysis and mitigation;

• Liaison with MLRO to ensure suspicious payment activity is highlighted for investigation;

• Communicating with clients, suppliers, and other key business stakeholders.

• Monitoring the payment platform ensures all transactional activity is undertaken correctly and accurately.

• Monitoring of deposits to ensure player funds are processed correctly.

• Interrogating analytical data to ensure optimal transactional routing to maximize deposit conversion percentages.

What You need to shine:

• Availability to work in shifts (09:00-19:00; 11:00-21:00) and weekends (2 weekends per month).

• Experience in fraud prevention, detection and investigation techniques;

• Understand international online payment methods and their associated risks;

• A logical approach, high attention to detail, accurate and able to multi-task;

• Strong written and verbal communication skills;

• Team-oriented and yet able to work independently;

• A flexible approach and professional attitude;

• Ability to work under pressure;

• Minimum of two years’ experience ideally within a payments or security role;

• Customer Centric;

• Target-orientated and results-driven;

• Numerate with excellent analytical thought processes;

• Analytical and accurate way of working showing a strong sense of initiative;

• Decisive, discrete, trustworthy and reliable;

• Have a pleasant personality and professional disposition;

• Team Player showing personal authority;

• Enthusiastic and Self Motivated and Confident, assertive, committed and patient.

Here's what we offer:

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.

• Enjoy a flexible hybrid work schedule after your first three months with us.

• Benefit from two Free Fridays each year, limited to one per quarter.

• Daily catered lunch or monthly lunch allowance. 

• Private Medical Subscription. 

• Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.

Our office perks include parking, on-site massages, and frequent team-building activities in various locations. And did we mention our amazing office space complete with its own pool and gym?

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference!

EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions. thrive both personally and professionally. Come join us and experience the difference!