Joyce Brenvaldi

• Fraud and AML Operations Team Leader (Italian Market)
• Manage the day-to-day operations
• Lead and motivate a team of Fraud and AML analysts in accordance with Company's standards
• Ensure that all team members are trained in order to provide a compliant service
• Regularly review policies and procedures to ensure they reflect the ever-changing regulatory landscape and ensure efficient and compliant operations
• Identify and support the development of new tools aimed at improving team performance
• Ensure efficient and effective use of resources
• Maintain a constant development plan for the team empowering agents to make independent and
  accurate decisions in addressing actual or potential risks
• Ensure that the team’s performance is constantly monitored so that actions and decisions are in-line with the relevant policies and procedures
• Act as main point of escalation for compliance officers and escalations from other teams and departments dealing with the Italian brands
• Liaise with the Head of Fraud & AML Operations on matters requiring senior management involvement
• Define, compile and present team KPIs as required by senior management
• Maintain strong relationships with internal stakeholders providing subject matter expertise
• Instill a robust quality framework, which supports a compliant and reliable business function
• Regularly review and assess the performance of any reports, alerts or other monitoring tools to ensure that these are delivering expected results
• Maintain a close contact with all team members through regular one-to-one meetings and periodical team meetings
• Ensure that proper recording of relevant events is maintained and kept constantly up-to-date
• Regularly report to senior management on team performance and update on new or upcoming trends
• Attend internal and external meetings and ensure that relevant knowledge is disseminated to the team
• Actively participate in the team’s recruitment process

• (UK + German + Spanish + Italian Market)

Adhere to corporate wide and team specific policies, procedures and guidelines;
• Assist the Fraud Team Leader in Managing the Fraud Operations Team;
• Attend meetings with external stakeholders as delegated by the Fraud Operations Team Leader;
• Provide feedback and conduct one to one meetings with team members as directed by the Fraud Operations Team Leader;
• Actively participate in the team’s recruitment process;
• Act as point of escalation for team members and other teams and/or departments;
• Conduct Quality Assurance checks;
• Actively participate in improving internal procedures and processes;
• Support the Fraud and AML Trainer in the development and delivery of training;
• Provide internal and external consultations on customer account status.
• Compiling and analysing reports.
• Ensure that tasks within the team are performed in line with the compliance and legal obligations deriving from the respective jurisdictions.
• Escalate technical tickets to other departments.
• Assist with ad-hoc tasks when required.

• (UK + German + Spanish + Italian Market)
• Adhere to corporate wide and team specific policies, procedures and guidelines.
• Act as a focal point for their respective market/s within the team.
• Conduct Quality Assurance checks.
• Answer to escalations from team members.
• Actively participate in improving internal procedures and processes.
• Support in the development and delivery of training.
• Provide internal and external consultations on customer account status.
• Compiling and analysing reports.
• Ensure that tasks are performed in line with the compliance and legal obligations deriving from the respective jurisdictions.
• Shift running
• Escalate technical tickets to other departments.
• Handle analyst tasks when required.
• Support the Fraud Team Leader in day-to-day operations.
• Assist with ad-hoc tasks when required

• (UK + German + Spanish + Italian Market)
• Adhere to corporate wide and team specific policies, procedures and guidelines.
• Monitor and analyze deposits.
• Verify and approve withdrawal requests.
• Customer interaction.
• Investigate flagged or alerted customer accounts generated by the Fraud framework.
• Identify, review and analyze suspicious gaming activities.
  Review and approve KYC documents.
• Handle chargebacks and disputes
• Block and unblock customer accounts in accordance with procedures and guidelines.
• Provide internal and external consultations on customer account status.
• Compile reports.
• Actively participate in improving internal procedures and processes.
• Act as a point of escalation to relevant departments.

• (UK + German + Spanish + Italian Market)
• Adhere to corporate wide and team specific policies, procedures and guidelines.
• Monitor and analyze deposits.
• Verify and approve withdrawal requests.
• Customer interaction.
• Investigate flagged or alerted customer accounts generated by the Fraud framework.
• Identify, review and analyze suspicious gaming activities.
  Review and approve KYC documents.
• Block and unblock customer accounts in accordance with procedures and guidelines.
• Provide internal and external consultations on customer account status.
• Compile reports.
• Actively participate in improving internal procedures and processes.
• Act as a point of escalation to relevant departments.

• Respond promptly to incoming communication with a high level of attention to detail.
• Provide technical support with common problems such as cookies, browsers, payout issues, KYC requests, technical issues, bonus queries
• Handle complaints
• Escalate cases correctly to the relevant departments
• Report customer issues to the team leader and relevant internal departments where applicable.
• Primary assistance with payouts and deposits if necessary via email, telephone and chat
• Contribute actively to the improvement of our customer experience.
• Support primarily on weekends and public holidays.

• Contributed to a positive team environment through effective communication and collaboration with colleagues.
• Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
• Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
• Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
• Assisted in inventory management to maintain adequate stock levels and reduce wastage.

• Maintained a clean and organized workspace for optimal productivity and safety.
• Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
• Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
• Contributed to a positive team environment through effective communication and collaboration with colleagues.