Collections Supervisor - TVG

Job Description

ABOUT FANDUEL GROUP

FanDuel Group is a world-class team of brands and products all built with one goal in mind — to give fans new and innovative ways to interact with their favorite games, sports, teams, and leagues. That’s no easy task, which is why we’re so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give.

FanDuel Group is based in New York, with offices in California, New Jersey, Florida, Oregon and Scotland. Our brands include:

• FanDuel — A game-changing real-money fantasy sports app
• FanDuel Sportsbook — America’s #1 sports betting app
• TVG — The best-in-class horse racing TV/media network and betting platform
• FanDuel Racing — A horse racing app built for the average sports fan
• FanDuel Casino & Betfair Casino — Fan-favorite online casino apps
• FOXBet — A world-class betting platform and affiliate of FanDuel Group
• PokerStars — The premier online poker product and affiliate of FanDuel Group

THE POSITION
Our roster has an opening with your name on it

The Collections Supervisor will oversee a range of activities surrounding the collections process. This person is responsible for inbound and outbound customer communication, including but not limited to phone, e-mail, ZenDesk, and physical mail for the purposes of collecting funds owed and preventing loss. The Collections Supervisor will manage a team responsible for ACH returns, chargebacks, and other deposit method return types. As part of this support, the Collections Supervisor will track and monitor key metrics, provide coaching and ongoing support for Collections Associates, performs account research, reviews suspicious or unusual activity, and communicate regularly with the Customer Operations and Key Account groups.

THE GAME PLAN

Everyone on our team has a part to play

• Oversee handling of sensitive and high-risk cases related to returns or business loss
• Manage special projects as needed for process improvement and internal/external operational requests for information
• Manage team in regard to all collections processing including phone calls, emails, and letters to customers, processing payment transactions, and monitoring accounts to detect irregularities
• Update customer management system with customer return data and status for efficient/effective processing by others in the organization
• Review bank statements and other customer documentation for loss prevention and enabling of customer accounts
• Establish customer deposit limits post-return or chargeback to maximum deposits, while protecting against further risk of loss
• Conduct monthly reports to direct manager and the finance team
• Provide excellent customer service experience
• Comply with appropriate collections regulations
• Perform all other related and compatible duties as assigned

THE STATS
What we're looking for in our next teammate

• Minimum of 3 years’ of experience in a collections related role or similar
• Ability to handle high volume of inbound/outbound customer communication
• Experience with Fraud prevention, detection and investigation preferred
• Experience with Microsoft Office Suite (Excel, PowerPoint, Word) including a strong understanding of Microsoft Excel Functions (VLOOKUP, SUMIF, etc.)
• Knowledge of credit/debit card and ACH reconciliation/settlement processes preferred
• Understanding of online betting or casino industry highly desired
• Licensure: Must pass required licensing as mandated by various regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment

THE CONTRACT
We treat our team right
Competitive compensation is just the beginning. As part of our team, you can expect:

• An exciting and fun environment committed to driving real growth
• Opportunities to build really cool products that fans love
• Mentorship and professional development resources to help you refine your game
• Flexible vacation allowance to let you refuel
• Hall of Fame benefit programs and platforms

FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential.