NICKLA GREEN
Elizabeth,NJ
Summary
Self-driven professional with 6+ years of direct experience in gaming operations, player protection, and risk assessment within high-volume sportsbook environments. Proven track record in investigating customer accounts for risk indicators, managing escalated responsible gaming cases, and conducting both inbound and outbound player communications. Expert in fraud detection, self-exclusion protocols, and regulatory compliance with demonstrated ability to thrive in fast-paced, shift-based operations while maintaining empathy and attention to detail.
Overview
14
14
years of professional experience
Work History
Customer Support Supervisor
FanDuel Sportsbook
08.2021 - Current
- Responsible Gaming Case Management & Player Protection
- Review and investigate customer accounts daily for responsible gaming risk indicators, utilizing internal alert systems and established assessment tools
- Manage escalated responsible gaming cases from Customer Support teams, conducting thorough risk assessments and implementing appropriate account actions
- Conduct both inbound and outbound communications with players experiencing gambling concerns, providing empathetic support and connecting them with certified treatment resources
- Monitor and maintain self-exclusion records, ensuring proper account restrictions and compliance with player protection requests
- Risk Assessment & Workflow Management
- Perform comprehensive risk assessments following structured internal policies, escalating complex cases to senior leadership for approval
- Achieved 80% YTD team performance metrics while maintaining strict adherence to responsible gaming protocols in high-volume environment
- Investigate customer activity patterns using established templates and detection tools to identify potential problem gambling behaviors
- Follow structured workflows to process responsible gaming alerts efficiently while maintaining quality standards
- Operational Excellence & Training
- Train and coach 15+ agents on responsible gaming procedures, ensuring consistent application of player protection measures
- Handle peak-period volume management during nights, weekends, and holidays as part of shift-based operations
- Collaborate cross-functionally with Fraud, Operations, and Legal teams to support comprehensive player protection initiatives
Vault Administrative Supervisor
FanDuel
05.2018 - 08.2021
- Account Management & Risk Monitoring
- Managed secure account administration with focus on detecting irregular patterns and potential risk indicators
- Generated detailed reports using Excel templates for operational decision-making and risk assessment documentation
- Maintained strict adherence to internal procedures and escalation protocols for account anomalies
Assistant Manager
Valley National Bank
10.2011 - 01.2017
- Investigation & Fraud Prevention
- Identified and investigated suspected fraud cases using established detection tools and risk assessment procedures
- Conducted daily audits and account reviews to identify suspicious activity patterns and policy violations
- Maintained detailed KYC procedures and compliance documentation, ensuring thorough customer verification processes
- Managed high-volume operations including nights and weekends during peak banking periods
- Customer Service & Crisis Management
- Provided empathetic customer service while investigating sensitive financial matters and account discrepancies
- Handled escalated customer concerns requiring detailed investigation and resolution within regulatory guidelines
- Reduced operational issues through proactive monitoring and structured workflow adherence
Education
Bachelor of Science - Business Administration
Devry University
Skills
- Investigation Tools: Account monitoring systems, alert management platforms, risk assessment templates
- Software: Microsoft Office Suite (Advanced Excel), Database management, CRM systems, Salesforce, Tableau, Geocomply
- Compliance: Self-exclusion management, regulatory reporting, KYC/AML procedures
RELEVANT QUALIFICATIONS
- Responsible Gaming Experience: 6+ years in sportsbook operations with direct player protection responsibilities
- Problem Gambling Support: Extensive experience providing crisis intervention and resource referrals
- Casino Operations Knowledge: Deep understanding of gaming regulations, self-exclusion protocols, and risk indicators
- Investigation Skills: Expert in analyzing customer activity using established tools and templates
- Shift Flexibility: Proven ability to work nights, weekends, and holidays in high-volume environments
- Customer Service Excellence: Strong empathy and attention to detail in sensitive player communications
Timeline
Customer Support Supervisor
FanDuel Sportsbook
08.2021 - Current
Vault Administrative Supervisor
FanDuel
05.2018 - 08.2021
Assistant Manager
Valley National Bank
10.2011 - 01.2017
Bachelor of Science - Business Administration
Devry University
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