Jay Tongson

Anti-Fraud and Risk Operations Specialist with over 7 years of specialized experience in online gaming environments. Expertise in investigating suspicious transactions, detecting fraud patterns, resolving payment disputes, and conducting KYC verification to safeguard platform integrity and minimize financial losses. Proven ability to lead fraud analyst teams, deliver performance coaching, monitor operational KPIs, and implement proactive strategies against emerging fraud trends.

Anti-Fraud Supervisor at Virtual Gaming Worlds (VGW) (2023-02 – 2025-12)

Led daily anti-fraud operations, overseeing investigation of high-risk accounts, suspicious transactions, and complex fraud cases. Identified emerging fraud trends, delivered team coaching, and maintained operational KPIs.

• Led daily anti-fraud operations, overseeing efficient investigation of high-risk accounts, suspicious transactions, and complex fraud cases.
• Identified emerging fraud trends and risk indicators, contributing to proactive prevention measures and strengthened platform security.
• Delivered coaching, mentorship, and quality reviews to fraud analysts, enhancing investigation accuracy and overall team performance.
• Oversaw key operational metrics including productivity, SLA compliance, and team occupancy to maintain high service standards.
• Conducted shift briefings, calibration sessions, and escalation management for complex investigations, ensuring consistent and thorough case handling.
• Prepared clear reports and insights for senior leadership on fraud activity, case trends, and operational effectiveness.

Fraud Analyst at Virtual Gaming Worlds (VGW) (2018-11 – 2023-02)

Investigated suspicious transactions and account behaviors to detect and mitigate fraud risks on the gaming platform. Analyzed fraud patterns and maintained audit-ready case documentation.

• Investigated suspicious transactions, account behaviors, and potential fraud cases on the gaming platform to detect and mitigate risks.
• Analyzed fraud patterns, abuse behaviors, and payment vulnerabilities, supporting efforts to minimize financial exposure.
• Performed in-depth account and behavioral analysis to uncover fraudulent player activity and protect platform integrity.
• Maintained detailed, audit-ready case documentation and investigation records to ensure full regulatory compliance.
• Collaborated with cross-functional teams to escalate and resolve high-risk accounts and suspicious activities efficiently.

Cash-Out & Disputes Resolution Analyst at Virtual Gaming Worlds (VGW) (2018-04 – 2018-11)

Processed redemption requests and resolved payment disputes while performing KYC and identity verification checks to prevent fraud and account abuse.

• Processed redemption requests and payment verifications, applying strict KYC and identity checks to prevent fraud and account abuse.
• Resolved payment disputes and cash-out issues while upholding security protocols and platform trust.

Content Integrity & Fraud Review Analyst at Open Access Marketing Philippines Inc. (2012-11 – 2018-04)

Reviewed platform submissions for fraudulent and policy-violating content. Investigated suspicious platform activity to maintain authentic user experiences.

• Reviewed platform submissions for fraudulent, misleading, or policy-violating content, enforcing integrity standards across user-generated listings.
• Investigated and flagged suspicious platform activity to maintain authentic user experiences in accommodations, dining, and attractions.

Retail Financial Services – Telephone Banker at JP Morgan Chase & Co. (2011-03 – 2011-09)

Assisted customers with banking inquiries, account transactions, and financial service requests while maintaining strict compliance and security protocols.

• Assisted customers with banking inquiries, account transactions, and financial service requests while maintaining strict compliance and security protocols.

Customer Interaction Associate and SME at TELUS International Philippines (2007-02 – 2011-02)

Provided escalation support and mentoring for frontline agents. Delivered customer support through directory assistance and inbound inquiries while conducting quality monitoring.

• Provided escalation support and mentoring for frontline agents, contributing to improved team performance and service quality.
• Delivered customer support through directory assistance and inbound inquiries while conducting quality monitoring and coaching.

Bachelor of Science in Aircraft Maintenance Technology – Philippine State College of Aeronautics (2002 – 2004)