Albert Pacheco

• Provided exceptional customer service during sensitive situations involving identity theft or account compromise while preserving customer trust in the company''s security measures.
• Improved operational efficiency by streamlining fraud investigation processes and procedures.
• Mitigated financial loss through prompt identification and resolution of unauthorized transactions.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Reduced fraud losses by implementing effective detection strategies and monitoring systems.
• Stayed abreast of emerging fraud trends to continuously refine detection methodologies and approaches.
• Enhanced customer satisfaction with proactive communication and timely resolution of fraud cases.
• Collaborated with cross-functional teams to identify potential fraud risks and implement preventive measures.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Played a key role in the development and implementation of new fraud prevention initiatives, resulting in a significant reduction in overall fraud losses.
• Optimized resource allocation by prioritizing high-risk cases for immediate attention and action.

• Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
• Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
• Maintained effective working relationships with regulatory authorities.
• Audited performances and delivered effective preventive controls.
• Verified consistency in quality planning, quality control, quality insurance and quality improvement.
• Drove optimization of regulatory risks management, control testing and process improvements.
• Liaised with relevant trams to identify and target inefficiencies in areas of risks and business controls, process gaps and workflow discrepancies.
• Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
• Conducted monthly audits of regulatory management compliance.
• Evaluated customer complaints, processes, and all other aspects of operations to assess compliance.
• Supervised and coached compliance analysts in the daily monitoring and audits.
• Prepared records and data for regular audits.
• Managed full life cycle of assigned audits in alignment with departmental procedures, delivering progress as well as closing reports to senior management and clients.
• Managed compliance efforts, reporting and audits.

• Conducted monthly sample-based testing of the performance of our key compliance controls on Customer Due Diligence, Safer Gambling, KYC /Age Verification, Risk and Fraud, Customer Complaints and others.
• Developed working knowledge of the relevant regulatory requirements, guidance and codes of conduct applicable to Customer Due Diligence, Safer Gambling, Risk and Fraud and AML processes.
• Validated results and performed quality assurance to assess accuracy of data.
• Evidenced and recorded findings from testing and analyzing findings against process requirements.
• Conducted root cause analysis when weaknesses or failings are identified.
• Worked with Group Compliance stakeholders to prepare monthly reports on findings for consumption by senior management and divisional compliance and business units.
• Monitored key compliance reports to identify risks and exceptions for further investigation.
• Worked with the Group Compliance Manager to identify opportunities to improve the quality of testing, particularly through automation and reporting.
• Worked the Group Compliance Manager and BI to develop a set of exception reports around key compliance areas.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Monitored compliance and filing requirements in conjunction with staff and management.
• Developed a deep understanding of operational and regulatory compliance processes.
• Identified and resolved problems through root cause analysis and research.
• Extracted and Compiled Customers and Operations activities required for the monitoring review.
• Reference the related Policies, Procedures and Processes on CDD Safer Gambling, AML and regulatory requirements
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.

• Determined quality department standards, practices, and procedures.
• Applied coaching techniques and tools to support managers and team members in improving performance.
• Established and tracked quality department goals and objectives.
• Developed quality planning by verifying customer requirements and implementing in design and production.
• Assured consistent quality of production by implementing and enforcing automated practice systems.
• Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
• Gained extensive knowledge in data entry, analysis and reporting.

• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
• Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
• Evaluated customer data to identify and prevent fraudulent activities.
• Produced detailed reports of fraud investigations and presented findings to senior management.
• Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Reviewed transactions and receipts to identify any suspicious activity.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.