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Team Lead, Risk

3 months ago

Jersey City, United States BetMGM LLC Full time

**Team Lead, Risk & Fraud**
- Jersey City, NJ_

**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**

The Team Lead, Risk & Fraud at BetMGM will have two primary areas of responsibility. First, the TL will manage Risk & Fraud Associates performing the team’s routine workload. This includes providing appraisals, including ensuring productivity and quality metrics are met, training, and development opportunities to their direct reports.

Additionally, the Team Lead will handle escalated matters, including account investigations, providing recommendations concerning processes and tools to reduce chargeback ratios, and compliance with regulatory frameworks.

**Responsibilities**
- Work to maintain and improve current service levels through managing the performance of the Risk & Fraud team and providing best in class service to our customers
- Perform monthly Productivity and Quality evaluation on all agents, providing guidance/training and ensuring quality of work
- Communicate and implement Performance Improvement Plan (PIP) for qualifying agents
- Establish effective synergy between payment and risk-related processes to ensure knowledge-based decision-making process
- Investigate customers who pose a risk, identifying unusual account activities, ensuring that the accounts are not used as a conduit for fraud/illegal activities
- Perform recurring review and analysis of CB trends and present suggested actions for improvement to senior management
- Develop and maintain knowledge of the current regulatory and compliance requirements with regards to the Gambling Licensing appropriate to the jurisdictions within which the Company operates
- Oversee the documentation and maintenance of the team’s Standard Operating Procedure (SOP) to make work more efficient within the team and ensure alignment with regulatory and internal policy requirements
- Performing other ad-hoc tasks as requested
- Work closely with Talent Acquisition on hiring and onboarding new staff, adhering to all company’s policies and procedures
- Support, develop, and lead a team of Risk & Fraud Analysts from scheduling, training, performance reviews, and talent development
- Coach, mentor, and develop agents, providing career development planning and opportunities
- Point of contact for any issues or complaints from direct reports, ensuring all matters are resolved and documented

**Essential Functions**
- Must be able to stand or sit and operate computers and other technological devices for extended periods of time

**Qualifications**
- High school or equivalent required; Bachelor’s degree strongly preferred in related field
- Experience in Risk & Fraud (2+ years) or Customer Service (5+ years) teams
- Experience in people/team management
- Knowledge of the different aspects of Risk work including online payments and ability to identify subtle fraud and abuse patterns
- Experience working in gaming or other heavily regulated industry
- Knowledge and experience of AML/KYC/SOF especially in the US market
- Good communication skills and ability to effectively deliver feedback and motivate team members
- Ability to perform well under tight deadlines within a dynamic environment
- Very good command of Microsoft office tools
- Experience with working with remote locations and multicultural environments

**Licensing Requirements**

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

**About Our Culture**

Building BetMGM from the