Jakub Polauf
Siggiewi
Summary
- Accomplished Risk, Fraud, and Payments Manager with a proven track record enhancing online payment systems and fraud mitigation strategies. Expert in project management and leading teams to exceed performance goals. Skilled in analytical thinking and quality control, significantly improving operational efficiency and customer satisfaction.
- iGaming professional with over 14 years of industry experience, including 7 years in managerial roles.
- Results-driven team leader with a proven track record in hiring, training, and managing a team of 15 agents.
- Admin of Zendesk
- Results-oriented professional with a proven track record in combating affiliate fraud, successfully dismantling a fraud ring that resulted in a savings of $50,000 in affiliate commissions.
- Risk mitigating professional with a proven track record in implementing effective manual reviews, leading to savings of €411,438 from bonus abuse over three years.
Overview
14
14
years of professional experience
Work History
Risk, Fraud and Payments Manager
Palasino
Msida
12.2021 - Current
- Start-up environment.
- PSP research is based on the overall business strategy.
- Leading the integration of PSPs via Front API, PIQ (Worldline).
- Cooperating with all stakeholders, both front-end and back-end, PSP integration teams.
- Creating Jira, Trello, and Monday tickets, escalations, and updates.
- Q/A payments and KYC flows, with detailed documentation.
- Leading the integration of TruNarrative, SEON, e-IDV, e-KYC, and PEPs.
- In direct contact with top-leading PSPs in Europe, LATAM, and India.
- Accepting crypto on the site, on-ramping solution.
- Zendesk setup: tickets, chats, and KB.
Head of Customer Support & Risk
Multilotto
St Julians
04.2017 - 12.2021
- Managing a team of customer support and payment risk agents.
- Setting up procedures and processes for CS, CRM, and RFP.
- Closely liaising with the head of compliance.
- Providing training on CDD, EDD, AML, RG, CS, and RFP.
- Creating individual and team KPIs.
- Having regular one-on-one evaluation meetings.
- Helping to develop product and back-office features, thanks to knowing how this affects user experience and leveraging customer feedback to foster product improvements.
- Act as a contact point between the CS, IT, Marketing, and Casino teams.
- Handling all complaints (IBAS disputes).
- Creating and contributing to our internal and external knowledge base.
- Analyzing PSPs' performance and accept rates via PIQ analytics and Excel.
Fraud and Payments Analyst
Casumo
Is-Swieqi
03.2016 - 03.2017
- Payments processing
- Fraud Controls
- Bonus Abuse
- Verification and KYC support
- Contact point for CS queries
Fraud & Payment Analyst
BGO
Mosta, UK GC, MGA
10.2015 - 02.2016
- Payments processing
- Fraud Controls
- Bonus Abuse
- Verification and KYC support
- Contact point for customer service queries.
TL CS & RFP
7epta7
St Julians, MGA
05.2014 - 07.2015
- Led a team of eight in setting up the CS and RFP department.
- Implemented procedures for CS and RFP.
- Managed onboarding processes for new staff members.
- Completed daily CS responsibilities and RFP tasks.
- Communicated with payment providers and suppliers.
CS Agent and KYC Analyst
Betclic
Sliema, Multilicensed
06.2011 - 06.2014
- Answering customers' queries via email and live chat.
- Supporting all products across four brands – casino, sportsbook, live casino, and poker.
- I have also worked as a KYC analyst in the last two years.
Education
Advanced Web Design -
MCAST Malta
Certified -
Cisco Academy
Masterclass -
Online Gaming
Course -
Responsible Gaming & AML
Course -
The complete cryptocurrency
Course -
Crypto Investment, NFT
Skills
- Online Payments
- Fraud and Risk Mitigation
- Project management
- Team leader, trainer
- Performance monitoring
- Quality control
- Analytical and critical thinking
Hobbies and Interests
- Piano
- Reading
- Travelling
- Gym
- Horse-Riding
- Photography
References
LinkedIn Recommendations - Link
https://www.linkedin.com/in/jakubpolauf/details/recommendations/
Mainachievements
- 14 years of experience from iGaming Industry within the operations
- 9 years of managerial experience
- Hired, trained, and lead the team of up to 15 agents
- Up to date with AML/CFT, Payments, Regulations, Fraud, RG
- Twice have built up (CS&RFP) teams and created new processes and strategies for the smooth running of both departments
- Admin of Zendesk, set up Zendesk twice (tickets, chats, KB)
- Part of the team during several audits, MGA, UK GC
- Helped to raise CSAT for over 20%
- Stopped myself affiliate fraud ring - saved the company app. 50k on affiliate commissions
- My team has saved for the company on bonus abuse thanks to manual reviews 411.438,00 EUR in 3 years in total 461.438,00
- Crypto Investing
Languages
Czech
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Risk, Fraud and Payments Manager
Palasino
12.2021 - Current
Head of Customer Support & Risk
Multilotto
04.2017 - 12.2021
Fraud and Payments Analyst
Casumo
03.2016 - 03.2017
Fraud & Payment Analyst
BGO
10.2015 - 02.2016
TL CS & RFP
7epta7
05.2014 - 07.2015
CS Agent and KYC Analyst
Betclic
06.2011 - 06.2014
Advanced Web Design -
MCAST Malta
Certified -
Cisco Academy
Masterclass -
Online Gaming
Course -
Responsible Gaming & AML
Course -
The complete cryptocurrency
Course -
Crypto Investment, NFT
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