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A professional journey with the customer at heart

A professional journey with the customer at heart

Michael Forsberg started at Betsson in August 2014 as a Customer Service agent. Three years later, he had made his way to a position as Team Leader at Payments & Fraud. Find out more about his journey.

Michael Forsberg started at Betsson in August 2014 as a Customer Service agent. Three years later, he had made his way to a position as Team Leader at Payments & Fraud. Find out more about his journey.

A professional journey with the customer at heart 

Michael’s favourite part of working at Betsson is the amount of expertise within the business. 

“You can get so much help from people who really know what they are doing,” he says. 

Michael says Betsson is a really good place to grow professionally. Since it is a big company, he feels you always have the chance to learn from the experts around you. 

“Take the time to reach out and talk to people. Get more information about what they are doing so you can decide where you want to go,” he says. 

“Don’t give up. Try to push yourself in that direction, and make it known that the team or department is your goal. Work hard and you can achieve it.” 

From CS Agent to Team Leader 

Michael’s Betsson journey with Betsson starts when he moved to Malta from Norway in 2014. Michael is Swedish but he had lived in Norway for some time. 

“When I arrived on the island I started searching for a job and I noticed Betsson was one of the biggest companies. I was super happy when I got the call to say I would be starting as a CS Agent.” 

Through his dealings with the department, Michael quickly realised he was interested in the Payments and Fraud area. 

“I spoke to a lot of Team Leaders in the department to learn more so I felt confident enough to apply when an opening came up. I joined the team as a Payments & Fraud Analyst in July 2015,” he explains. 

Michael made the most of his time and gathered as much knowledge and experience as he could in the first months since he wanted to progress to Shift Leader and deal with more complicated cases. 

“I realised this was my field, and I have continued since and became Team Leader in October 2017.” 

When Michael moved to the Team Leader role, he says it changed his perspective of people, see them in another light and understand what motivates them. 

“Each time I’ve progressed to a new role, I have gotten a new layer added to my knowledge and yet another piece of the bigger picture. It is fun to see that progress,” he says. 

No two days are the same 

In Payments & Fraud, two days are rarely the same. 

“We are working with a lot of different systems and departments, and issues may pop up that we have not seen before,” Michael explains. 

He says most of the day is about responding and prioritising to give the best service to the customer and get the best result for the company, making sure all regulations are followed properly. 

“We need to be very careful with what we do. My team deals with the larger payouts so it is essential we are following regulations and are confident the processes have been correct.” 

High quality with the customer at heart 

As a Team Leader for Payments & Fraud second line, Michael oversees the team performance, ensuring efficiency and quality. 

“We strive to ensure that any issues or any escalations that are received by my team are dealt as efficiently, swiftly and as customer-centric as possible.” 

Michael also deals with cases that are of a sensitive or of a complicated nature that requires special attention and investigation. 

“All in all, my role is to ensure that my team is performing as well as it can, customers are satisfied and keeping my great team happy and productive,” he says. 

“Payments and Fraud is a job for you if you like variety, learning new things, and have an eye for details. Everyone works together as a team, we all understand the goal and help each other achieve it,” Michael states.