Summary
Overview
Work History
Skills
Timeline
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Jaina Cruz

Jersey City,NJ

Summary

Experienced customer operations professional with a proven track record of delivering exceptional service and support in the online betting industry. Skilled in resolving customer concerns and inquiries, developing and implementing efficient processes, and collaborating with cross-functional teams to achieve business goals. Proficient in help desk software, payment processors, risk management, and fraud prevention.

Overview

6
6
years of professional experience

Work History

Fraud and Risk Analyst

BetMgm
Jerry City, NJ
05.2024 - Current
  • Responsible for carrying out the day-to-day processes within the KYC Team.
  • Monitoring and action all incoming and outgoing verification activity.
  • Ensuring with the KYC team, ensure group 'Know Your Customer' (KYC), AML (Anti-Money Laundering) and Responsible Gaming strategy is performed in line with regulatory compliance requirements
  • Dealing with incoming KYC related escalations from Customer Service
  • Processing member Cash Out requests in line with Group AML and KYC policies.
  • Monitoring third-party payment systems to identify potential technical issues.
  • Probleming solving and investigation of day-to-day issues
  • Closing communication with VIP team to ensure that all fraud, KYC, EDD, risk & AML requirements are satisfied for high value player relationships
  • Verifying member identity documents for multiple states and jurisdictions.
  • Acting as a liaison between members and internal
  • Management & Technical Teams & 3rd party supplier contacts Assist player onboarding during the KYC process.

Customer Service Specialist

DraftKings
Hoboken, NJ
03.2023 - 05.2024
  • Primary point of contact for all customer inquiries via email and live chat, and represent the company in a polite, professional, and courteous manner.
  • Reviewed customer documents and information to ensure compliance with KYC regulations.
  • Work on internal tools and reporting needs for the Operations team.
  • Collaborate cross-functionally with various teams to improve customer experience.
  • Partner with analytics on performance recaps of promotions/activity within relevant states and sporting codes.
  • Run processes to support quality assurance, problem escalation, and competitor tracking.
  • Work in coordination with other teams to achieve assigned objectives, as well as escalate system anomalies and individual issues faced by clients to relevant departments.
  • Proactively analyze various situations and recommend preemptive solutions to mitigate future problems.
  • Perform other duties as assigned, based on business needs

Customer Operations - Payments & Fraud Analyst

PlayStar Inc.
Jersey City - Hyrid, NJ
04.2021 - 02.2023
  • Responsible for delivering exceptional guest service that not only meets but
    exceeds our guest expectations
  • Resolve customer issues, questions, and requests, by phone, email, or live
    chat, providing product expertise, and creating a sense of 'community' for
    players at first point of contact wherever possible
  • Provide exceptional customer service through demonstrating product
    knowledge.
  • Encourages customer participation in promotional opportunities
  • Collect and disseminate customer feedback on promotions, products,
    operations, or any other aspect of the business to Marketing, Gaming
    Finance, or Operations as applicable
  • Implemented and streamlined manual KYC procedures to ensure
    compliance
  • Collaborated with the payments and fraud department to identify and
    resolve potential issues such as chargebacks
  • Research and detect warning signs pertaining to AML related behavior
  • Investigate any suspicious behavior or transactions relating to AML
    procedures
  • Independently determine fraudulent activity and act accordingly
    Investigate suspicious alerts (internal & external) with proper analysis and
    follow-up.
  • Reactively and proactively conduct analysis of transactional and customer
    records to link unidentified transactions and accounts to known
    fraudulent/AML activity
  • Ensure that daily duties and tasks are kept up to date at all times

Customer Operations Specialist - Payments & Fraud

FanDuel Sportsbook and Horse Racing
Jersey City, NJ
03.2019 - 12.2020
  • Provided complete, accurate responses to subscriber calls regarding FanDuel Group's interactive gaming operations
  • Developed and implemented personalized operational procedures to increase productivity and customer satisfaction. Assist operations team with identifying the needs of client/customers
  • Perform multistep deposit, billing inquiries and database transactions accurately
  • Accurately describe and complete new account set-ups
  • Provided technical assistance to customers regarding IVR, PC and Set Top wagering applications
  • Knowledge and understanding of the DFS, Sports-betting and Casino
  • Use help desk software (ZenDesk, CRM, LivePerson, NiceInContact, Oracle, etc.) and payment processors (cards, PayPal, ACH etc.)
  • Provided technical assistance along with handling loss prevention
  • Risk Management - Fraud Prevention and collections processing including phone calls, emails, and letters to customers, processing payment transactions, and monitoring accounts to detect irregularities
  • Serve as first point of contact for player claims of multiple-accounting, identity theft, responsible gaming and unauthorized account usage.
  • Collaborated with multiple departments to assist with fraud, money laundering, billing and collections procedures
  • Analyzed customer data to identify suspicious activity or potential money laundering schemes.
  • Assisted in the investigation of fraudulent transactions and related activities.

Skills

  • Computer literacy
  • Time management
  • Communication skills
  • Documentation review
  • Proficient in Google Suites
  • Proficient in Microsoft Office
  • Bilingual (English/Spanish)
  • Salesforce
  • Leadership
  • Collaboration
  • Risk Management (AML/KYC)
  • Payment Processing
  • Outlook
  • Zendesk
  • Slack
  • SAR
  • Regulatory Compliance
  • Dispute Resolution

Timeline

Fraud and Risk Analyst

BetMgm
05.2024 - Current

Customer Service Specialist

DraftKings
03.2023 - 05.2024

Customer Operations - Payments & Fraud Analyst

PlayStar Inc.
04.2021 - 02.2023

Customer Operations Specialist - Payments & Fraud

FanDuel Sportsbook and Horse Racing
03.2019 - 12.2020

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Jaina Cruz