Customer Risk Operations Agent

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Angajator: Mentor's Search
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 30.07.2021
    Scurta descriere a companiei

    Mentor's is a head-hunting and direct search company specializing in management and sales positions.


    • High level of attention to detail (ability to detect forgery, mismatched information)
    • As the role is target driven the applicant must be focused and reliable.
    • Excellent analytical and problem-solving skills
    • Use of critical thinking to analyze complex situations and make informed decisions
    • Investigative nature with an ability to find anomalies on account assessment
    • Effective decision-making abilities.
    • Resilient with an ability to work under pressure, while maintaining accuracy and quality standards.
    • Ability to work on own initiative.
    • Excellent English communication skills, written and verbal
    • Ability to gather data and information to make informed decisions on customer account as they relate to each task within your domain.
    • Ability to meet daily, weekly and or monthly targets as set my Team Leader and Operations Manager
    • Determined, dependable, approachable, trustworthy and responsible.
    • Flexible and able to adapt to a constantly changing environment.
    • Willingness to work long and unusual hours if needed
    • Previous visibility in KYC, AML checks and fraud risk is an asset


    • Investigating, analyzing and taking relevant actions on accounts identified in Fraud/AML and due diligence processes, from queues and reports.
    • Identifying fraud trends and player behaviours across groups of accounts raised in customer risk processes
    • Contacting and responding to customers regarding their accounts and providing information to resolve queries and/or verify accounts
    • Reviewing of accounts through World Check and PEPs/Sanctions Screening and making informed decisions on levels of escalation required
    • Creating reports as required around AML and PEPs/Sanctions and Adverse accounts
    • Reviewing accounts which trigger existing Safer Gambling queues and reports, taking the correct action on accounts once identified.
    • Responding to communication from partners and 3rd party associates as relevant
    • Investigating and responding to escalated cases that pertain to fraud risk such as unauthorized use, underage activity, Self exclusion, etc.
    • Assist in collating documents as required by the team leader and or management in ongoing negotiations, regulatory requests, legal issues and escalated cases
    • Escalation of uncovered trends and irregularities