Risk Management Agent

About the role

The Risk Management Agent is responsible for protecting the integrity of TwinSpires accounts through fraud prevention, collections management, account investigations, and regulatory compliance. This role processes returned funding items, monitors account activity for suspicious behavior, assists customers with account-related issues, and supports the overall success of Risk Management operations.

Responsibilities

• Process returned funding items, including ACH, PayPal, Venmo, credit card, and check transactions.
• Manage collections activities, payment plans, account reconciliations, and bankruptcy notices.
• Investigate and report fraudulent activity, identify fraud patterns, and create fraud alerts.
• Review suspicious activity and escalate concerns to Compliance and Management.
• Absorb and assist customers with identity theft cases and account investigations.
• Communicate with law enforcement and assist with subpoena requests when required.
• Research and resolve account discrepancies and customer concerns.
• Maintain accurate documentation, reports, and case records.
• Support monthly fraud and collections reporting.
• Identify opportunities to improve Risk Management processes and efficiency.
• Handle escalated customer contacts and maintain strict confidentiality standards.

Requirements

• High school diploma or equivalent.
• Customer service or contact center experience preferred.
• Strong analytical, problem-solving, and investigative skills.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities.
• Proficiency with computer systems and reporting tools.
• Knowledge of pari-mutuel wagering and fraud prevention practices preferred.
• Must be able to maintain multiple state racing licenses.

Skills

• High school diploma or equivalent.
• Customer service or contact center experience preferred.
• Strong analytical, problem-solving, and investigative skills.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities.
• Proficiency with computer systems and reporting tools.
• Knowledge of pari-mutuel wagering and fraud prevention practices preferred.
• Must be able to maintain multiple state racing licenses.

Benefits

N/A

Pay

N/A

Schedule

N/A