Mikkel Schmidt

1. KYC (Know Your Customer) & Document Verification:

• Perform thorough identity verification by reviewing official
documents such as passports, national IDs, and utility bills.
• Ensure all documents meet regulatory requirements and
internal compliance standards.
• Identify and flag falsified or tampered documents to prevent
fraudulent activity.
• Verify payment methods, including credit cards, e-wallets, and
bank transfers, ensuring legitimate ownership.

2. Due Diligence (DDU) & Enhanced Due Diligence (EDD):

• Conduct risk assessments for new and existing players based on their financial activity and account behavior.
• Perform enhanced due diligence on high-risk players or those flagged for suspicious activities.
• Maintain detailed records of due diligence processes for audit and compliance purposes.
• Collaborate with compliance teams to ensure adherence to Anti-Money Laundering (AML) and Counter-Terrorist
Financing (CTF) regulations.

3. Transaction Monitoring & Fraud Detection:

• Monitor real-time transactions to identify irregular patterns,
such as rapid deposits, unusual withdrawal requests, or chargebacks.
• Investigate suspicious betting behaviors, including suspicious betting, collusion, and bonus abuse.
• Utilize fraud detection tools and risk assessment models to minimize financial losses.
• Take immediate action on flagged transactions by requesting additional verification or restricting account activity.

4. Fraud & Risk Assessment of Players:

• Analyze player behavior to assess risk levels and identify
potential fraudsters.
• Categorize players based on their risk profile and implement preventive measures accordingly.
• Investigate cases of multi-accounting, identity theft, and
affiliate fraud. Execute adverse media check and full SAR report before escalation to MLRO.
• Recommend updates to fraud detection strategies based on emerging trends and case studies.

5. Reconciliation:

• Transaction Matching: Comparing internal records of payments (e.g., invoices, receipts) with external records (e.g., bank statements, processor reports).
• Discrepancy Identification: Detecting differences in amounts, missing entries, duplicates, or timing issues.
• Error Resolution: Investigating and correcting mismatches due to fraud, processing errors, or timing delays.

• Solved brand partners and customer inquiries on phone, email and chat. Specifically helped with questions regarding tech issues, sportsbook, payments and KYC.
• Reviewed KYC documents. Escalating concerning RG related customers due to behavior, gambling pattern and other factors. Also requested various documents behalf of the RG team
• Helped brand partners fixing technical issue and/or escalate to the B2B department or/and our landbased technicians for further locally assistance.
• Close co-operation with Danish CRM and marketing team for optimizing customer journey regarding bonuses and campaigns to smoothen the process for the customer and avoid future issues.

• Developed an online knowledge base regarding IGaming that allowed me to quickly and easily solve customer questions via chat or email.
• Demonstrated empathy and understanding when dealing with difficult customers.
• Collaborated with cross-functional teams to identify customer needs and develop solutions that improved customer satisfaction
• Trained and mentored new customer service agents to ensure a high level of customer service.

• Main objective to troubleshoot issues regarding Google Ads, Merchant center and Google Analytics and educate and solve issues for high-end clients using Google Ads.
• Helped agencies to optimize ads/campaigns for the Google Network and analyze data and KPI’s for clients to use the data for optimization on existing campaigns. My main area on the Danish team was Google Analytics both Universal Analytics and GA4 due to great analytical skills.
• Used existing internal processes/tools to make alternate solutions, or escalate critical or more complex queries to the next level for resolution.
• Trained new agents in the department and helped other agents with questions/troubleshooting due to great product knowledge and seniority.

• Support private and business customers via phone and chat in Danish and English and troubleshoot technical issues on behalf of the customer.
• Collaborated with different teams to ensure customer inquiries are handled in a consistent manner and customer needs are met
• Train new employees in the privat- and business department (B2B).