Player Operations Agent

Summary

Join Patrianna, a dynamic international team passionate about delivering world-class gaming experiences, as a detail-oriented Operations Agent. This role focuses on fraud prevention, KYC compliance, and payment management. You will play a significant role in a fast-paced, forward-thinking company. Responsibilities include early fraud detection, KYC procedures, payment process management, and collaboration with internal teams. The ideal candidate possesses 2+ years of experience in a relevant role, a bachelor's degree or equivalent, and strong analytical and communication skills. We offer a competitive salary, remote work flexibility, training, and international collaboration opportunities.

Requirements

• Minimum of 2+ years of experience in a KYC (Know Your Customer), Payments or Risk Specialist role
• Bachelor's degree in any course or at least 2 years in college
• Can communicate in written and spoken English in a business environment
• Ability to multi-task, prioritize, and manage time effectively without micro-management
• Has interpersonal, communication and presentation skills
• Has problem-solving and decision-making abilities
• Has analytical skills and must be keen to details
• Has the ability to cope under pressure
• Has a proactive approach to work, in terms of suggesting changes and improvements to processes and systems
• Has commercial awareness and the ability to understand broad business issues
• Willingness to work outside on a shifting schedule/weekend/holidays
• You will need your own office set up with a self-provided laptop or PC, headset and a reliable internet connection with the below requirements
• PC – Intel i5 4th Gen (or higher) – self provided
• Minimum OS Version: Windows 10 or higher
• Internet browser (preferably Chrome – but can use Edge, Firefox, etc.)
• Minimum RAM: 8 GB
• Minimum HDD Space: 1 GB
• Headset: USB Headset (noise-canceling)
• Web Camera (for team meetings)
• Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload & Download Internet speed is required
• Backup Internet provider

Responsibilities

• Early detection and prevention of fraudulent accounts and suspicious transactions through comprehensive analysis and review of transactional data
• Conducting KYC (Know Your Customer) procedures to verify customer identities and assess risk levels, including processing of KYC profiles and conducting Enhanced Due Diligence (EDD) reviews on high-risk customers
• Ensuring document integrity and compliance with policies and best practices, while coordinating with relevant teams for further handling of potential risks
• Managing the entire payment process, including receiving, processing, verifying, and reconciling invoices, as well as making decisions regarding account resets, redemptions, and bonus declines
• Reviewing transaction reports for suspicious activity and performing investigations to identify fraudulent activity, money laundering, or other anomalies
• Assisting other departments with payment-related queries and investigating any discrepancies in the system
• Collaborating with internal teams to ensure consistency of documentation practices and evaluating policies and procedures for compliance
• Providing accurate and up-to-date records of customers and monitoring progress and status of assigned cases
• Reporting operational, system, and policy issues promptly and making day-to-day decisions with minimal supervision to ensure effective operational management

Preferred Qualifications

Preferably with experience dealing with USA/European Gaming accounts

Benefits

• Competitive salary
• Flexibility and remote work
• Training and development
• International collaboration with our teams based around the world
• Fast growing business where the sky's the limit for your career