Ivan Pina Moreno

• Includes managing and supervising a direct team of 5 in relation to AML, fraud prevention, chargeback analysis/repudiation across all products including Casino and Lotteries, which in turn requires the process management and training for all customer service staff. Supervising the team in the completion of daily tasks. The department takes care of:

- Risk Analysis tasks and Due Diligence tasks (AML, CTF, fraud, gameplay

checks…)

- Chargeback mitigation and repudiation

- Processing customer payments

- 1 st level support to external Call Centers and Customer Experience

departments.

- Data input and validation. Payment processing of lottery product prizes.

Promotion configurations.

- Liaising with payment processors and IT to resolve and answer transactional

enquiries and incidences

- Dealing with day-to-day internal and external customer enquiries relating to

payment processing, technical incidents, data input requests

• Assessing ´risk´ exposure related to the introduction of new payment methods in terms

of weaknesses

• KYC compiling for whole customer base, regularly updating the team on fraud trends and threats as the landscape do change
• Managing the company payment risk and responsible gaming strategies and ensuring

regulatory, compliance, card scheme, and acquire requirements are met

• Regular analysis and monthly reporting of risk performance from a MIDs ‘health’

approach

• Risk assessment for new products and promotions as well as producing reports and

systems to mitigate against new ´risks´

• Communicate with product heads to suggest new processes to limit fraud/loss exposure
• Company AMLRO

• On arrival I created a fraud detection app using Business Objects, which proved to save

GBP over GBP 750k in my first 6 months in the company

• Developed a chip dumping alert system which added value to the strategy in place
• Detected and tackled different forms of abuse such as bonus abuse through low risk

wagering, and well organized fraud groups committing card fraud and tampering

documents

• Introduced procedures for highlighting potential VIPs and ‘high-rollers’

Roles and responsibilities

1 High risk withdrawal processing

2 Bonus abuse mitigation tasks

3 New registrations and risk accounts analysis and making risk decisions on a daily basis

4 Gameplay and player behavior analysis, all products

5 Producing regular updates and presentations for the risk department analysts, reporting

suspicious activity to the Gibraltar FIU

6 Part of a large team that dealt with operational risk, compliance, and payment tasks. The

role involved management and data analysis of a very large volume of transactions from

multiple brands and labels. Products including Sportsbook, Casino, Poker, Bingo, and B2B

payment services.

Roles and responsibilities

As per Assistant Security Manager project management related tasks, also including:

1 Continuing to develop and sustaining the fraud tools and procedures in place

2 Identification, liason, integration, and monitoring of reliable independent data

validation sources (vendors) to add to the DD and EDD procedures

3 On-going review and updating of parameters used by fraud, abuse, AML, compliance

reporting tools, both internal and 3 rd party platform configurations

4 Reviewing, identifying and implementing processes and system improvements to reduce

internal workload but at the same time enhance customer experience

5 Ongoing review of procedures and tuning of KYC to procure the best customer

experience possible whilst adapting the approach to the latest fraud/risk trends in the

fraud landscape.

6 Reporting suspicious activity and liaising with the authorities

7 Producing regular graphs, statistics, figures and other tactical information

8 Coordinating all technical aspects of each project from inception (identification of

business requirements, translating these into specifications…through to end-user

training). Working closely with project managers, business analysts, Dba's, developers,

testers and management from all areas in the company.

Key Achievements

1 The level of performance achieved by the team of analysts translated to fraud reduction in

excess of GBP 1.75m in the first six months.

2. Set up a dedicated team to monitor all bonus payments for duplicate accounts and

attempted bonus ‘abuse’ reducing losses through bonus ‘fraud’ by 50% in the first year,

therefore preventing ‘wastage’ of Marketing budget.

3 Created a negative file with multiple parameters for automatic cross checking of fraudulent

links upon new account activation. This aided the reduction of fraud as mentioned above.

4 Also a 25% decrease in payroll was achieved.

5 Developed a new tool for monitoring attempted fraud via WAP Mobile Betting

6 Fraud Figures were established as one of the best fraud prevention ‘units’ as reported by

merchant acquire, situating us as a merchant in the top 2 from an original position of 20 th .

7 Took part in the production of an in-house project for live reporting of risk transactions,

producing payment risk alerts which also included detection of potential chip-dumping in

real time, outside of that of the poker software providers platform ‘back-end’, reducing our

reliance on any one supplier and focusing fraud analysis on ‘high risk’ accounts. Proven

results saw a decrease in fraud on the poker product by over 9% to a 0.05% on total revenue.

Roles and responsibilities

As per Security Department Supervisor, also including:

1 Payment solution risk assessment

2 Bonus/Promotion risk assessment

3 Maintaining up to date reports relevant to ‘risk exposure’ measurement

4 During my time in this position, I also produced an independent system for monitoring

‘problem gamblers’ in line with aspects of social responsibility

5 Reporting suspicious activity to the relevant authorities. Responding requests for

information, obtaining internal legal advice, and liaising with the authorities as required.

Key Achievements

1 Contributed to reducing chargeback ratios within 4 months, and sustained them within the

limits accepted by the Payment Card Industry thereafter.

2 Changed business process from a ‘broad horizon’ methodology of fraud monitoring to a

‘geographical location’ focus, allowing focus on fraud where relevant, reducing impact to

revenue and customer experience caused from account closures.

3. Built a stable and efficient system for monitoring linked fraudulent accounts upon new

account activation.

4 Developed systems and processes to allow customers to ‘auto-exclude’ themselves from

further use of the site in situations of ‘problem gambling’.

5 Designed monitoring system for sportsbook traders to monitor new account links to

previously closed accounts related to unwanted business/high liability customer accounts

6 Incorporated procedures for identifying and reporting high value individuals to the

Marketing/Retention department

Roles and responsibilities

1 Included recruitment and team training

2 Managing a team of six auditors rotating shifts to provide service 7 days a week.

3 Reporting to the Security Manager, tasks included team performance appraisals

3 Bringing solutions to new and existing fraud patterns

3 Recruitment and training

4 Monitoring daily operation of the department

5 Account monitoring and investigation

Other Skills Attained

Leadership qualities were very much ‘built’ during my time in the above positions. This

was required for such tasks as getting ‘parameters’ for fraud monitoring and risk

assessment, as well as setting the objectives for the online fraud team as a whole in

relation to minimizing risk as required by the Merchant Acquirers and Card Scheme Rules.

Key Achievements

1 Produced guidelines and framework for security procedures, working in conjunction with

the department manager, which were then put ‘in place’ and set as standard operating

procedures

2 Introduced working tools such as an ‘Analysis checklist’ and a ‘Decision matrix’ which

helped detect fraud at early stages applying a risk-score-like approach

3 Designed in-house reports and apps to detect risk, such as a duplicated account search

tool

4 Identified a change needed in the procedures in order to stop fraudulent transactions

before they even settled with the payment processors, thus voiding the offending

transactions before they materialized, and drastically decreasing chargebacks.

5 In a matter of months the department managed to reduce chargeback volume by ten times

its original size.

Roles and responsibilities

1 Customer withdrawal processing

2 Bonus payment processing

3 New registrations and risk accounts reviews and making risk decisions on a daily basis

4 Part of a limited team to deal with operational risk and payment tasks

Other Skills Attained

1 Project management related to anti-fraud systems

2 UAT case documenting and error reporting

3 SQL basics and better understanding of Db structure

Victor Chandler Worldwide Feb 2002 – Jan 2004

Account Queries Department

Key Achievements

1 Was given the opportunity to set up and run three extensions of the department,

involving three separate teams of Hebrew, Greek, and Spanish speaking agents.

2 Responsible for producing department performance reports for management

3 Responsible for coaching new recruitments in the department

Roles and responsibilities

1 Include answering day-to-day external customer enquiries relating to Sportsbook and

Casino products via email and phone

2 Dispute resolving and investigation of internal and external incidents, working closely

with IT, Finance, and Security (Payment Risk) departments.

3 The role involved call listening, bet settling skills, and managing ‘difficult’ customers.

Other Skills Attained

In-depth knowledge with regards to the various products relating to Sportsbook and Casino,

as well as a wider knowledge of the technical eventualities relating to these products and the

enquiries arising from them. Other skills such as attention to detail, strong communication

and team work were formed from working in such enviro

Key Achievements

1 Given additional responsibilities to aid the dispute resolution team

2 Became reference point of contact within the Call Center team for dealing with difficult

customers and customer enquiries involving bet settling and bet disputes.

Roles and responsibilities

1 Included answering external customer phone calls for laying Sportsbook bets and

answering customer enquiries as required in a timely fashion

2 Offering promotional products

3 Pursuing sales and customer satisfaction on every call

Other Skills Attained

1 Foundation knowledge of online gaming industry

2 Knowledge of numerous gaming platforms and their limitations

3 Knowledge of Sportsbook products, taking bets on slips as well as bet input in the system,

and bet settling.