Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Polona Pogacar

Swieqi

Summary

Motivated Risk and Fraud Analyst with over 5 years of experience in iGaming. Promoting exemplary skills in Fraud prevention and mitigation, analytics and sharing knowledge to help team achieve company goals. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel within the industry.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Fraud Specialist

Ancient Gaming
09.2022 - Current
  • Coaching and training Payments and Fraud agents on fraud prevention techniques to increase awareness and reduce risk.
  • Evaluating customer data to identify and prevent fraudulent activities.
  • Evaluating success of fraud detection systems (SEON) to identify areas for improvement.
  • Monitoring SEON performance, amending and creating new Custom rules to prevent fraudulent activity from known fraud rings.
  • Dealing with reported fraud cases, compromised accounts.
  • Reducing Chargeback rate by identifying fraudulent behaviour at an early stage.
  • Producing detailed reports of fraud investigations and presenting findings to senior management.
  • Analyzing large amounts of data to find patterns of fraud and anomalies.
  • Performing risk assessments to determine level of fraud risk and prioritize investigations.
  • Developing and implementing procedures to detect and prevent fraud.
  • Escalating any payment related issues to Payment providers
  • Helping with integration, testing and improvements with ShuftiPro (external verification tool)

Fraud and Risk Analyst

Hero Gaming
11.2021 - 09.2022
  • Running risk reports and monitor dashboards to detect and mitigate risk of bonus and affiliate abuse.
  • Proactively checking customer accounts for bonus abuse, including to breaches in terms and conditions as well as other forms of complex abuse from syndicates, bonus abuse rings and player collusion that may be detected.
  • Training Risk, Payments and Fraud (RPF) how to spot and handle bonus abuse, fraud and suspicious patterns in their daily routines such as processing of withdrawals.
  • Handling fraud related matters and documenting and representing Chargebacks in line with internal procedures.
  • Investigating affiliate fraud and report findings and recommendations to Affiliate team.
  • Keeping T&Cs and internal procedures adequate to be covered and being able to prevent and tackle bonus abuse and fraud patterns.
  • Informing RPF and other relevant stakeholders of bonus abuse & risk trends and come up with processes to counteract and detect such trends. Also being the first point of contact when it comes bonus abuse queries and escalations from RPF.
  • Suggesting new reports and dashboards in order to tackle bonus abuse and suspicious trends.
  • Discussing with RPF and other stakeholders and departments regarding potential improvements related to welcome offers and campaigns, that might be exploited large scale and hurting business or creating unreasonably high workload for other teams such as RPF or Support.
  • Helping with SEON integration. Monitoring SEON transactions and making sure that rules are working as intended.

Risk, Payments and Fraud Analyst

Hero Gaming
03.2021 - 11.2021
  • Dealing with customer related emails and KYC and EDD documents.
    Investigating and identifying suspicious transactions alerted by any fraud monitoring applications, Customer Service Team or other sources.
  • Managing player’s accounts.
  • Proactively monitoring and reviewing accounts and transactions data for suspicious activity and possible money laundering.
  • Processing withdrawals and monitoring deposits, across multiple payment service providers.
  • Performing risk assessments of existing and new customers, conducting ongoing monitoring of customers and transactions.
  • Supporting RPF Manager in complex investigations assuring business risk is effectively mitigated and ensuring high quality information is provided. Also supporting audits.
  • Liaising with 3rd party payment providers in locating missing deposits and withdrawals and answering to customer support’s queries through live chat and tickets.
  • Identifying areas requiring increased security controls to protect both organization and customer from fraud and escalating accounts to compliance where there is ML suspicion.
  • Keeping detailed records of suspicious activity, analyse trends, industry security threats and provide recommendations to mitigate loss.

Payments and Verification Agent

Leo Vegas
05.2020 - 03.2021
  • Managing withdrawals in a timely manner.
  • Analyzing and verifying KYC documentation in accordance to internal policies and procedures.
  • Handling and solving issues in relation to missing and failed transactions.
  • Liaising with internal departments on a daily basis, ensuring that any escalations made are optimally handled so as to ensure the best service to our customers.
  • Liaising with Payment Service Providers to ensure the smooth resolution of payment related queries.
  • Identifying any fraudulent activity in relation to document authenticity or customer transactions.
  • Ensuring that any suspicious cases of Money Laundering are escalated to the AML team.
  • Being responsible for processing, debiting and crediting of funds according to internal processes.
  • Monitoring PSP balances and requesting balance top-ups, whenever necessary.
  • Monitoring customer account activity, to identify and mitigate potential fraudulent activity.
  • Performing checks on customers and request the relevant KYC documents in compliance with regulatory governing bodies.

Payments Specialist

Arringo
04.2019 - 03.2020
  • Processing Bitcoin, ACH, Wire withdrawals and Wire deposits within time frames specified in service level agreements and in accordance with the company's fraud and risk policy.
  • Requesting and reviewing customer documentation and KYC checks when needed.
  • Ascertain any fraudulent transactions and accounts are spotted early to minimize the risk to the company.
  • Handling suspicious accounts and events in accordance with company procedures.
  • Dealing with missing Bitcoin deposits.
  • Helping clients over chat, phone and email with general, technical, trading and payments queries.
  • Communicate with 2nd line support team and payments providers to solve customer problems in the most efficient way.
  • Contributing to team effort by meeting KPI's and SLA's.
  • Providing information about client's activity to payments processor in case of Fraud claims and Chargebacks.
  • Filling in the Missing credit reports.
  • Initiate supporting improvements to the Payments and Risk functions in the department.
  • Ensuring that the team is aware of the latest updates.

English Account Manager

Aspire Global
06.2018 - 02.2019
  • Delivering a high level of service ensuring players satisfaction (non-VIP and VIP)
  • Handling of all general enquiries (MGA, UKGC)
  • Managing large amounts of incoming calls, chats and emails
  • Handling complaints, provide appropriate solutions and alternatives within the time limits
  • Requesting and uploading the KYC documents
  • Adding bonuses and free spins
  • Closing of the accounts
  • Escalating GDPR requests to the relevant department

Education

Bachelor's Degree -

Vocational School For Catering And Tourism
Bled, Slovenia

High School Diploma -

College For Economics
Radovljica, Slovenia

Skills

  • Effective Communication
  • Fraud Prevention and Detection
  • Loss Mitigation
  • Industry Trends
  • Affiliate Fraud
  • Fraud Patterns
  • Bonus Abuse
  • Personnel Management
  • Identifying Risks
  • Training Team Members
  • SEON
  • ShuftiPro
  • Tableau, Knime
  • PIQ, Nuvei, Checkout, Trust Payments, ZEN, Trustly, AlphaPo and many other PSPs

Certification

Fraud within the Remote Gaming Industry & its Implications on AML Compliance

Timeline

Senior Fraud Specialist

Ancient Gaming
09.2022 - Current

Fraud and Risk Analyst

Hero Gaming
11.2021 - 09.2022

Risk, Payments and Fraud Analyst

Hero Gaming
03.2021 - 11.2021

Payments and Verification Agent

Leo Vegas
05.2020 - 03.2021

Payments Specialist

Arringo
04.2019 - 03.2020

English Account Manager

Aspire Global
06.2018 - 02.2019

Bachelor's Degree -

Vocational School For Catering And Tourism

High School Diploma -

College For Economics

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