What are the responsibilities and job description for the Risk and Fraud Supervisor position at BetMGM LLC?
Risk and Fraud Supervisor
Jersey City, New Jersey
About Us
We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.
We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.
We were recognized as one of Glassdoor’s “Best Places to Work”.
About the 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.
Responsibilities
- Maintain agreed service levels
- Prepare shift reports
- Analyze, keep track of and monitor various fraud patterns and update the team accordingly on a regular basis
- Distribute and monitor regular and extra tasks
- Technically direct and coordinate the workload of the agents on the floor
- Facilitate resolution of work-related issues of team members
- Coach the team members to ensure sustained contribution
- Assist team members in organizing and accomplishing own tasks
- Report incidents, bugs and malfunctions affecting both external and internal processes in a timely manner
- Liaise with other teams and departments to resolve issues and to ensure quick First time resolution (FTR)
- Handle escalations and follow up on issues with customers and/or agents
- Maintain effective communication flow, acting upon and passing on relevant information to and from the team
- Maintenance and continuous enhancement of all relevant reports concerning mainly attendance, behavior, processes, trends
- Communicate assignments, milestones and deadlines to the team and individuals based on Team Leaders instructions
Education
- High school or equivalent required;
- Bachelor’s degree strongly preferred
Qualifications
- Experience in the Risk division (2 years ) or in Customer Service (3 years )
- Sound knowledge of the different aspects of Risk work including Online Payments or Financial Services knowledge
- Ability to identify subtle fraud and abuse patterns
- Sound and demonstrable experience with fraud analysis and investigations
- English language knowledge at a business level
- Command of another language is a plus
- Good communication skills and ability to effectively deliver feedback
- Self-motivation
- Ability to perform well under tight deadlines within a dynamic environment
- Very good command of Microsoft office tools
- Proven aptitude to work in a team, as well as guide and influence others
- Strong logical reasoning skills with an analytical approach
- Demonstrated decision making and problem solving skills
Additional Requirements (if applicable)
- Awareness of e-fraud
- Must be able to stand or sit, and operate computers and other technological devices for extended periods of time
About Our Culture
Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:
- Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.
- Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
- Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.
- Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.
What We Offer
As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!
Gaming Compliance
Candidate must comply with and support the company’s responsible gambling policies, procedures and initiatives.
This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.
BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.
If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.
As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!
Gaming Compliance
Candidate must comply with and support the company’s responsible gambling policies, procedures and initiatives.
This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.
BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.
If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.
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