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.는 세계를 선도하는 인터랙티브 엔터테인먼트 소프트웨어 기업입니다. EA는 인터넷 콘솔, 개인용 컴퓨터, 휴대전화, 태블릿용 게임과 콘텐츠 및 온라인 서비스를 제공합니다.

EEOText: EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부, 또는 법으로 금지된 기타 요인을 고려하지 않고 결정됩니다. 또한, 해당 직책에 합당한 능력을 갖추고 있다면 범죄 기록이 있는 지원자도 관련 법률을 준수하는 방식으로 채용 여부를 고려합니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.

Days Open: 212

Can this position be remote?:

EEO Employer Verbiage:

EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부 등의 요인을 고려하지 않고 결정됩니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.