About this role
About Reliato
With over 10 years of experience supporting the fast-moving world of iGaming, Reliato delivers expert marketing and operational support, helping our partners grow, innovate, and succeed. We’re an agile, solutions-driven team with a strong problem-solving mindset.
Key Responsibilities
• Payments investigations.
• Proactively find players receiving bonuses which they are not eligible for, applying appropriate processes to resolve the issue.
• Suggest improvements to tools and procedures.
• Professional handling of all related customer and support queries.
• Process incoming and outgoing customer payments, in a timely and error-free manner.
• Follow up and payment-related issues or customer queries proactively.
• Liaising with third parties such as payment service providers.
• Independently determine fraudulent activity and act according to agreed procedures with regards to transactions acceptance, account blocking and further checks.
• Minimise fraud loss and chargeback rates through the prevention, detection and investigation of fraudulent or suspected transactions and accounts.
• Investigate suspicious alerts received from any fraud monitoring applications, the Customer Service Team or other sources, and ensure all related records/documentation are maintained.
• Undertake proactive analysis of customer records, to link unidentified accounts to known or suspected fraudulent activity.
• Where available, utilise automated (or other) systems to verify customers and validate any documentation received for KYC purposes.
• Analyse all reported Fraud cases, to identify any new and emerging fraud trends.
• Maintain and review online customers accounts and activity.
• Maintain a close working relationship with other Teams (Marketing, Customer Services and Affiliates, etc)
Requirements
• Graduation of high school or post-secondary school (EQF Level 3 or the equivalent);
• Work Experience preferably one year in a similar position;
• Strong communication skills;
• Good organizational skills;
• Meticulous with a high level of attention to detail;
• Ability to meet deadlines;
• Ability to work well with others and be a team-player;
• Understanding and implementing KYC and anti-fraud policies; knowledge of Internet related software & Microsoft Office applications.
What we offer
Comprehensive Health Insurance — so you’re fully looked after.
LYRA Wellbeing Support — Confidential, expert support to help you navigate life's ups and downs. Hybrid Working Model — flexibility to work from home and in the office. Work From Anywhere — enjoy the freedom to work overseas for part of the year. Gym Allowance — because your wellbeing matters. Fresh Fruit Mondays — start the week healthy and energised. Regular Team Events — fun socials, celebrations, and unforgettable moments. Work Anniversary Cake — because milestones deserve to be celebrated.
This position is on shift basis Monday to Sunday, based on 5 days / 40 hours per week.