Game Integrity Services Specialist

Game Integrity Services Specialist

Job title: Game Integrity Services Specialist

Location: Sofia

Overview of the role:

We have an exciting new role in our Game Integrity department for someone who is enthusiastic, organised and has a passion for poker.

PokerStars believes its customers deserve a safe and reliable place to play online poker. We believe in a level playing field and vigorously police our poker games using a variety of cutting-edge tools and techniques to make sure our games remain safe. The Game Integrity department’s mission statement is: “To provide the best online gaming experience by protecting players’ interests and the integrity of our games, through objective and fair investigations.”

The Game Integrity Specialist role primarily involves investigating accounts for collusion, multi-accounting and other forms of game-play violations. You will be working on both player reported and system generated alerts, conduct thorough investigations into suspicious account activity, and communicate directly with our customers to address and resolve various game integrity related issues.

You’ll be reporting into the Game Integrity Services Manager in a dynamic team where people share a strong passion for ensuring that our games are played cleanly and are fair for all customers.

Our team work from a lively location nestled within this historic city. Enjoy the best of both worlds with winter and summer offices, tantalizing free snacks, a gaming paradise for endless entertainment and soothing in-office massages.

What you’ll do:

As a Game Integrity Specialist, you will be primarily focusing on enforcing PokerStars’ policies and game rules to identify and combat collusion, multi-accounting and other type of rule violations at the tables.

• You will work on both player reported and system generated alerts that flag potential collusion, account sharing and multi-accounting issues.

• You will investigate other types of suspicious activity, such as account hacking, chip-dumping, trojan usage and blind avoidance.

• You will review and analyse gameplay, beahviour and technical data to identify prohibited behaviour.

• You will perform detailed hand reviews to identify potential collusive activity.

• You will present your findings to your colleagues and managers, and make recommendations for case resolutions in accordance with the department’s policies and procedures.

• You will review your colleagues’ work and recommendations to ensure correct resolutions.

• You will communicate directly with customers to resolve and address game integrity related issues and concerns.

• You will provide coverage for the Game Integrity email inbox and deliver excellent customer service to our players.

• You will occasionally be required to complete phone/video calls to players involved in potential high-impact violations.

• You will provide well-considered feedback and suggestions on the department’s procedures, processes, tools and templates.

• You will need to perform other duties and special tasks as required by the Game Integrity Services Manager.

What you’ll bring:

• Strong knowledge and experience of playing poker.

• Excellent knowledge of the game variants offered by PokerStars.

• Comprehensive understanding of poker rules, game theory, and strategy.

• An excellent level of written and verbal English.

• Being capable to work independently without close supervision, while also being comfortable working in a team environment.

• Strong all-round proficiency with basic computer software especially MS Office applications.

• Strong customer service mentality with first-rate attention to detail.

• Ability to work in a high-volume work environment.

Desirable skills and capabilities

• A strong understanding of poker analysis tools and methods.

• Experience of data analysis, visualisation and data manipulation.

• Knowledge of online security and payments related issues.

• An excellent understanding of online poker community.

• Experience in fraud investigation.

• Additional languages.

Why choose us:

Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.

• Discretionary annual performance bonus

• 30 days paid leave

• Health and Dental Insurance for you, your partner and your children (if you all live at the same address)

• Personal life insurance and disability coverage

• A personal interest allowance to let you learn something new or pursue a hobby

• External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career

• Looking to extend your family? You will receive a cash gift of 1,000 BGN for your new addition whilst working for us

• 26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay

• A sports’ card membership valid across the country

• Discounts as a compliment form us among different services

• Monthly food vouchers

• Free snacks, fruits and drinks in the office

Equal opportunities:

At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.

We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at [email protected]. Your journey with us is focused on ensuring you have what you need to be your best self.

Learn more about the works we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/

The group:

PokerStars is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.