Courtenay Matthews

• Aid with setting up the operations team including interviewing, hiring and training staff.
• Develop systems and procedures to improve operational quality and team efficiency for the company.
• Cultivate and strengthen client relationships with partners, stakeholders and third party vendors.
• Collaborated with sales, marketing, and support teams to launch products on time.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Ensure compliance with industry standards and gaming regulations.

• Delegate and prioritize effectively to ensure the team is focused on high-impact needs and allocating time appropriately between project and core work.
• Mentor, guide, and manage direct reports on fraud best practices and career development.
• Provide research support on a variety of investigations.
• Quickly respond to fraud rings and work with our operations team to limit losses.
• Actively contribute to the development and implementation of risk mitigation strategies and fraud prevention policies.
• Analyze data and leverage advanced analytics tools to identify emerging fraud patterns and trends, providing actionable recommendations.
• Collaborate with cross-departmental stakeholders to ensure effective communication and alignment of risk management objectives.
• Continuously monitor and assess team performance, identifying areas for improvement and implementing necessary changes.
• Stay current with industry best practices, regulatory changes, and emerging technologies in risk operations and fraud detection to drive innovation and maintain a proactive approach.

⦁ Review existing accounting management and reporting systems to assess quality and conformance, indenting problems and implement corrective actions

⦁ Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, and similar other risks
⦁ Oversee two teams consisting of Payments& Chargeback analyst and leads. Ensuring quality and KPI goals are met across both teams
⦁ Monitor & deliver feedback regarding employee performance and assist with any training needs

⦁ Regularly approve payroll submissions for employees.

⦁ Work with several payment processors and third parties to resolve disputes and/or processing refunds and debits to merchants

⦁ Retain account accuracy by monthly checks of reviewing, reconciling and reporting

⦁ Streamlined financial reporting by implementing several Googlesheets for the teams

⦁ Assist with interviewing and onboarding of new hires

⦁ Monitor real-time queues and identify high-risk transactions within the business portfolio
⦁ Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, and similar other risks
⦁ Resolve queued transactions within the service level agreements to reduce potential revenue losses
⦁ Interact with third-party processors to validate information and to confirm or cancel authorizations
⦁ Resolve customer issues within the scope of existing service level agreements

⦁ Manage a team of 10-13 employees, including team meetings, one on one meetings, progress reports, overall performance etc.
⦁ Above mentioned duties at a higher level of expertise
⦁ Identify system improvements to prevent fraudulent activities
⦁ Developed and implemented action plans for detecting fraudulent patterns and activity by analyzing various data and tools
⦁ Recruit and train investigation personnel to ensure an effect fraud team
⦁ Liaised with and generating reports for compliance and legal departments as well as state regulators

⦁ Handled several high-end (VIP) accounts to assist with processor deposit limit increases, streamline documentation handling and general inquires.

⦁ Answers multiple chats, emails, and phone calls for Caesars online gaming customers
⦁ Interact with customers to provide and process information in response to inquiries, concerns, and requests about online games and rules
⦁ Answer questions in regards to promotions, events, and responsible gaming
⦁ Identify and escalate priority issues
⦁ Troubleshooting system and network problems and diagnosing and solving hardware or software faults
⦁ Providing support, including procedural documentation and relevant reports

⦁ Handle and review documentation

⦁ Review accounts to determine possible fraud patterns