You will independently review alerts and investigations related to payments activity
Your job is to check the quality of decisions and documentation, make sure investigators follow SOPs, and give structured feedback that improves both false-positive control and missed-abuse risk.
This is not a production investigations role. It is a second-line quality and coaching role focused on alert quality, documentation standards, and continuous improvement of our fraud / abuse controls.
Key Responsibilities
- Case Quality Reviews
- Perform structured QA reviews on sampled alerts and full investigations across trading and payments (mirror trading / hedging, bonus abuse, withdrawals, chargebacks, payment risk, etc.).
- Check that the decision, reasoning, and status (e.g. release, restriction, hedger, escalation) are fully supported by evidence and aligned with internal SOPs.
- SOP & Process Adherence
- Verify that investigators follow the correct workflow and decision trees (behavioural checks, linkage checks, escalation rules, documentation standards).
- Identify where key steps were skipped or under-used (e.g. AF/Connections checks, cross-brand review, promo/bonus logic) and document these gaps clearly.
- Documentation & Audit Trail
- Ensure every reviewed case has a clear, reproducible narrative: what was seen, what was checked, why the final decision was made.
- Flag missing or unclear notes and help define minimum documentation standards for all alert types.
- Feedback & Coaching (optional / good to have)
- Provide constructive, specific feedback to investigators and team leads on decision quality, missed elements, and documentation issues.
- Participate in calibration sessions, share examples of good and bad cases, and help align the team around consistent thresholds and interpretations.
- Metrics & Reporting
- Track QA results: error themes, SOP deviations, recurring misunderstandings, and training needs.
- Partner with Risk / Product to give actionable insights on alert quality, false positives, and missed-risk patterns.
- Continuous Improvement
- Work with rule owners, data teams, and operations leads to suggest SOP updates, training content, and minor rule tweaks based on QA findings.
- Contribute to playbooks, examples, and FAQ for key abuses (e.g. hedging, mirror trading, promo abuse, payment mule activity).
Required Experience & Skills
- 2+ years in one or more of the following:
- Fraud / financial crime investigations
- Transaction monitoring (AML, fraud, or responsible gambling)
- Risk operations in payments, e-money or online gambling
- Proven experience reviewing alerts or cases, not just working a queue (QA, QC, team-lead or senior reviewer experience is strongly preferred).
- Solid understanding of at least some of the following:
- Payment methods: cards, bank transfers, e-wallets, PSP flows, chargebacks.
- Common abuse patterns: multi-accounting, hedging / mirror trading, bonus abuse, payment fraud, mules.
- Strong analytical and pattern-recognition skills: comfortable reading trade / transaction logs, timelines, and cross-account linkages; able to spot inconsistencies and missing checks.
- Excellent written and spoken English: able to write short, clear root-cause comments and QA summaries that can be used directly in training.
- Comfortable working with case management tools and basic data tools (Excel/Sheets, simple dashboards; SQL is a plus).
Nice to Have
(Strong plus; consider expedited hiring.)
- Experience in QA or testing roles in:
- Payment institutions, e-money, PSPs
- Regulated gambling / gaming operators.
- Exposure to rule-based engines and alert tuning (understanding precision/recall, false positives, and how QA feeds back into rule improvements).
