Risk Management Agent

TwinSpires is the premier online horse racing wagering platform in the United States. TwinSpires is owned and operated by Churchill Downs, Inc., and is the official online betting partner of the Kentucky Derby, bringing you more than 148 years of wagering experience. Players can wager through theTwinSpires desktop, mobile, and app-based advance-deposit wagering platforms as well as at retail locations and race tracks across the country.

JOB SUMMARY

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.

ESSENTIAL DUTIES AND 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.
• 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.
• Perform additional duties as assigned.

• 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.

• While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and/or on the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.
• Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
• This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.
• The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to: demonstrated ability to anticipate and solve practical problems or resolve issues; reason, calculate figures and amounts; collect, interpret, and/or analyze complex data and information, and draw valid conclusions; interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.
• The noise level in this work environment is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.