Martin Trpeski

Coordinate the end-to-end onboarding process for new clients, including IBAN accounts, Card Issuing, SEPA Direct Debit services, Clearing services, innovative payout solutions, and Omnichannel Payment Gateway integrations. Serve as the primary operational point of contact for strategic and high-value client accounts across all payment and account-related services. Collaborate cross-functionally with Sales, Legal, Compliance, and IT to ensure a seamless onboarding experience. Maintain and regularly update client records, monitor activity, support internal reporting, and identify opportunities for continuous process optimization.

Proactively monitoring and reviewing electronic account and transactional data for suspicious activity and possible fraud. Investigated irregular transactions reported by customers or detected internally. Handled deposits and withdrawals across multiple payment sources, liaising with third-party providers to locate missing deposits/withdrawals and addressing customer support inquiries via live chat and tickets. Proposed monthly process improvements to the Operations Manager to optimize back-office workflows and risk controls.

Oversee timely processing of customer payments in adherence with company policies and SLAs. Conduct initial anti-fraud checks on player accounts, escalate queries to Risk and Fraud team, assess high-value withdrawals to prevent chargebacks and bonus abuse, and maintain daily communication with internal departments to ensure a positive customer experience. Support KYC/AML and onboarding activities as needed.