Fraud & Risk Manager

Requisition Number: 151002

Position Title: Manager III, BM&O

External Description:

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

Lead and manage a team of Fraud & Risk analysts, including hiring, monitoring output, coaching & development. This is a key role in the Worldwide Customer Experience team to provide a safe environment for our players as well as minimizing the impact fraud has on our support channels.

• Responsible for leading the Fraud & Risk team to identify areas where fraudulent activity occur, the impact to the players accounts and playing environment, the impact this has on the contact center and developing and leading mitigation / elimination efforts
• Mitigate risk and fraud loss to both ensure the safety of the company and its customers from legal and financial risk while protecting the business from abuse (selling accounts and or game items, misuse of proprietary content and gaming codes / grants
• Review fraud notification from teams, specifically advisors, to improve our fraud algorithm to minimize fraudsters from being able to continue operation while minimizing impact to legitimate players
• Conduct regular audits to ensure we are catching new fraud opportunities while understanding the impact prior fraud initiatives are having on the business
• Deliver professional and accurate customer and client customer service; including contact handling/incident handling for internal and external business partners
• Maintaining a variety of reports/processes and undertaking analysis to investigate potential fraudulent behavior to take appropriate actions
• Point of escalation regarding all contact center fraud & risk activity. Maintain a prioritized list of risks for the business and provide insights monthly to senior business leaders to ensure awareness and action toward remediation
• Review grants that are given to players and work with contact center leaders and other Operations Enablement staff to identify abuse and mitigation steps
• Identify efficiencies to internal anti-fraud processes
• Actively keep up to date with current risk related processes and regulations within the gaming industry as well as the fraud and risk areas as necessary

Qualifications

• Required
• • Proven management of global high performing teams
  • Strong leader that delivers success through partnerships and data driven insights
  • Strong leadership, including process and team development skills
  • Strong analytical skills/critical thinking
  • Project management mindset / experience to help ensure delivery of team initiatives to achieve goals
  • Decisive: ability to make critical decisions and defend when being challenged
  • Meticulous: detail oriented and thorough
  • Ability to adapt to changing priorities and to thrive in a fast-paced work environment
  • Excellent communication- and soft skills
  • Ability to work independently and deliver under pressure
  • Professional attitude towards the business, service oriented, team player
• Ideal candidate
• • Experience in the gaming industry with a contact center focus
  • Proven experience identifying fraud avenues and mitigation strategies
  • Management experience leading a fraud team

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Community / Marketing Title: Fraud & Risk Manager

Company Profile:

Electronic Arts Inc. è un'azienda di software di intrattenimento interattivo leader globale. EA offre giochi, contenuti e servizi online per console collegate ad internet, personal computer, cellulari e tablet.

EEOText: EA promuove le pari opportunità. Qualsiasi decisione di impiego viene fatta senza discriminazione di razza, colore, nazionalità, origini, sesso, genere, identità o espressione di genere, orientamento sessuale, età, informazione genetica, religione, invalidità, condizione medica, gravidanza, stato civile, stato familiare, anzianità o qualsiasi altra caratteristica protetta dalla legge. Considereremo anche i candidati qualificati con fedina penale sporca, in virtù delle leggi applicabili. EA rende accessibile il posto di lavoro per gli individui diversamente abili, come indicato dalla legge.

Days Open: 212

Can this position be remote?:

EEO Employer Verbiage:

EA promuove le pari opportunità. Qualsiasi decisione di impiego viene fatta senza discriminazione di razza, colore, nazionalità, origini, sesso, genere, identità o espressione di genere, orientamento sessuale, età, informazione genetica, religione, invalidità, condizione medica, gravidanza, stato civile, stato familiare o anzianità. EA rende accessibile il posto di lavoro per gli individui diversamente abili, come indicato dalla legge.