Game Integrity Services Specialist

Job title: Game Integrity Services Specialist

Location: Sofia, Bulgaria

Overview of the role:

The Group regards the integrity of its online gaming sites, as of paramount importance. The Group requires support in respect of protecting the interests of its customers by enforcing the game rules to combat collusion, multiple account abuse, and the use of prohibited software. By enforcing the rules of poker, Game Integrity Services helps the Group to provide a level and trusted playing field to its customers.

The Game Integrity Services Specialist role involves the handling of game integrity queries and account security issues; together with working on customer reported and system generated cases for collusion; account sharing; third party software usage on Group platforms. The Game Integrity Services Specialist will also be responsible for performing financial and account transaction analysis and investigating customers’ physical location in accordance with Group instruction.

This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern offices. These discussions are between you and your manager to find the best pattern for you both, while recognising that quality time together is essential for keeping us mission-aligned.

Our teams work from a lively location nestled within this historic city. Enjoy the best of both worlds with winter and summer offices, tantalizing free snacks and a gaming paradise for endless entertainment.

What you’ll do:

Key responsibilities:

• Provide excellent customer service to customers with Game Integrity issues using the Group's templates and procedures.

• Review account activity to identify potential suspicious behaviour and customers deposit and game play to identify potential suspicious behaviour.

• Identify risk and detect fraud patterns.

• Review customer financial transaction histories and customer’ physical location alerts and cases. You`ll work on system generated alerts that highlight potential collusion, account sharing and multi-accounting on behalf of the Group.

• Perform detailed hand reviews to identify potential collusive activity.

• Complete peer reviews of other agents’ cases to ensure correct resolutions.

• Provide coverage for the Game Integrity inbox and handle a large variety of Game Integrity issues, such as: User ID changes, trojan usage and access to high-stake tables.

• Review and handle cases of blind abuse and sitting out violations.

• Complete phone/video calls to players in Game Integrity cases involving potential high-impact violations.

• Complete reinstatement reviews of barred accounts to assess whether they can be allowed to return without compromising the integrity of the games.

• Review hack cases in order to identify possible chip-dumping.

• Provide well-considered feedback and suggestions on the department’s procedures, processes, tools and templates.

• Other duties and special tasks as required by the Game Integrity Services Manager.

What you’ll bring:

Skills and Capabilities

Essential:

• Strong knowledge and experience of playing poker

• Excellent knowledge of game variants offered on the Group’s sites

• Comprehensive understanding of poker rules, game theory, and strategy

• Excellent command of professional writing

• A team player capable of working efficiently without close supervision.

• Strong all-round proficiency with basic computer software especially MS Office applications

• Strong customer service mentality with first-rate attention to detail

• Ability to work in a high-volume work environment

Desirable:

• Excellent understanding of poker analysis tools and methods

• Knowledge of online poker and/or casino security and payments related issues

• Excellent understanding of online poker community

• Experience in fraud investigation.

• Additional languages

It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.

Why choose us:

Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.

• Discretionary annual performance bonus

• 30 days paid leave

• Health and Dental Insurance for you, your partner and your children (if you all live at the same address)

• Personal life insurance and disability coverage

• Wellbeing fund

• Continuous learning support for certifications and career growth

• Looking to extend your family? You will receive a cash gift of 1,000 BGN for your new addition whilst working for us

• 26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay

• A sports’ card membership valid across the country

• Discounts as a compliment form us among different services

• Monthly food vouchers

Equal opportunities:

At Flutter we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.

We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at talent@flutterint.com. Your journey with us is focused on ensuring you have what you need to be your best self.

Learn more about the works we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/

The group:

PokerStars is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.