Operations Associate (KYC Analyst and Customer Support)

WHAT WE OFFER

• Competitive Salary Packages
• Professional Development Opportunities
• Hybrid Work Setup
• Equipment Provided
• Day 1 HMO
• Life Insurance

• Initiate KYC requests via Sumsub and monitor customer submissions.
• Perform manual review of KYC documents in cases where automated checks are unsuccessful or flagged for further verification including:
  • Verification of authenticity image quality and tampering indicators.
  • Validation of customer details (name DOB document number expiry).
  • Assessment of selfie/liveness checks (face match spoofing indicators).
  • Review of Proof of Address (POA) for validity and completeness.
• Conduct AML screening reviews and assess potential matches (true vs false positives).
• Identify fraud signals such as duplicate documents anomalies or repeated attempts.
• Conduct enhanced due diligence (EDD) on high-risk customers including additional document collection and risk assessment.

• Request proof of payment methods (bank cards bank accounts e-wallets)
• Review submitted documents to confirm ownership and consistency with the user profile

• Ensure all non-standard cases high-risk scenarios and exceptional decisions are properly documented justified and escalated in line with internal compliance and risk management protocols.
• Document and justify non-standard decisions including:
  • Force approvals or overrides
  • Exception handling (e.g. incomplete documents accepted with justification)
  • AML true positives or payment method ownership concerns
• Clearly outline the rationale behind each decision supported by evidence and risk assessment
• Maintain a comprehensive audit trail including:
  • Detailed internal notes for each case
  • Records of escalations responses and final outcomes
• Ensure all actions are aligned with internal policies regulatory requirements and client-specific guidelines supporting transparency traceability and audit readiness
• Manage records within Sumsub and internal storage systems
• Ensure proper file naming organization and documentation standards

• Answer incoming calls / inquiries from card issuers customers etc.
  • Be on standby and monitor potential call volumes
  • Resolve the inquiries within the appropriate time frame.
• Coordinate with stakeholders to:
  • Request additional documents or information
  • Provide updates on player verification status
• Ensure clear and professional communication in all cases.
• Escalate high-risk cases to the appropriate teams (e.g. Risk Management Compliance KYC Team) including:
  • Potential AML matches (sanctions PEP adverse media)
  • Fraud indicators (e.g. document duplication account linkage suspicious transaction patterns)
  • Complex or ambiguous cases requiring further review

• Conduct in-depth gameplay and behavioral reviews to assess player activity and identify potential risk indicators across the customer lifecycle.
• Perform general gameplay analysis for:
  • VIP monitoring Review high-value players to ensure their activity is consistent with expected behavior and risk profile
  • Fraud investigations Analyze gameplay patterns to detect potential fraud schemes including collusion multi-accounting or abnormal betting behavior
  • Unusual player behavior Identify deviations from normal activity such as sudden changes in betting patterns frequency or transaction behavior
• Conduct targeted gameplay reviews during withdrawal requests to:
  • Validate the legitimacy of winnings by ensuring outcomes are consistent with actual gameplay and not artificially generated
  • Identify bonus abuse or irregular patterns such as low-risk betting strategies abuse of promotional mechanics or coordinated activity
• Assess whether gameplay aligns with:
  • The players historical behavior
  • Transaction patterns (deposits and withdrawals)
  • Applicable bonus terms and conditions
  • Document findings clearly and escalate cases where suspicious or high-risk behavior is identified

• Assist in other ad hoc topics and projects as assigned by the immediate supervisor
• Recommend and proactively implement opportunities for increased departmental efficiency
• Extend work hours when needed.

• Open to fresh graduates
• Basic understanding of KYC/AML concepts (academic or training-based)
• Strong attention to detail and willingness to learn
• Ability to align with businessgoals and objectives.
• Strong analytical investigative and decision-making skills in a compliance environment
• Understanding of AML screening and fraud indicators
• Strong written and verbal communication skills
• Professional mindset with the ability to perform accurate risk-based assessments in a fast-paced environment
• High attention to detail and accuracy
• Strong sense of integrity and confidentiality
• Analytical and critical thinking skills
• Ability to follow procedures and apply judgment in ambiguous cases
• Good time management and ability to meet deadlines

• 3PM - 12AM (GMT8)