Our client is seeking a dedicated and detail-oriented Operations Agent to help drive secure, compliant, and efficient player operations across their multiple brands. Reporting directly to the Operations Team Lead, the successful candidate will provide bilingual support in Finnish and English, handling a broad scope of responsibilities including KYC processing, fraud detection, and withdrawal management across various levels.

The role plays a crucial part in maintaining operational excellence, especially in managing VIP accounts and resolving payment-related support tickets. It requires a proactive, analytical individual capable of navigating high-impact, time-sensitive scenarios while consistently delivering exceptional service and maintaining a player-first, responsible approach.

No two days in this role are alike—making it dynamic, challenging, and rewarding.

Key Responsibilities:

• Provide operational support across all brands, assisting players via live chat and email in both Finnish and English
• Manage withdrawal processing from start to finish, including handling high-value transactions in a secure and compliant manner
• Investigate and respond to VIP tickets and payment-related issues, collaborating with relevant teams to ensure a premium player experience
• Monitor fraud alerts and suspicious behavior proactively, escalating cases as necessary
• Conduct KYC checks, document verification, and Enhanced Due Diligence (EDD) in line with regulatory requirements and internal policies
• Address internal alerts, including document expiry, reversal requests, and account status changes
• Work closely with Customer Experience, Compliance, Payments, and Country Management teams to resolve complex cases and deliver a seamless player journey
• Maintain accurate records of all operational tasks in compliance with data protection and audit standards
• Analyse player behavior and contact trends, offering insights to enhance fraud detection, improve withdrawal processes, and streamline operations
• Contribute to process improvement efforts, documentation updates, and team training initiatives
• Ensure full compliance with internal procedures, licensing requirements, and AML regulations
• Act as a subject matter expert for operational tools and systems related to fraud prevention, KYC, payments, and customer support
• Support operational aspects of campaigns, promotions, and platform changes, working cross-functionally as needed
• Complete all required compliance training and stay current with regulatory updates
• Consistently promote a professional, collaborative, and values-driven work environment
• Always prioritise player safety and experience while ensuring responsible operations
• Handle ad hoc tasks such as trend analysis and contextual reporting on player contacts

Requirements:

• Fluency in both written and spoken Finnish and English
• Previous experience in iGaming operations, payments, KYC, or fraud/risk roles is highly preferred
• Strong analytical and problem-solving capabilities
• Highly adaptable and flexible in approach
• Proven ability to multitask and remain calm under pressure
• Excellent organisational and time management skills
• Passionate about delivering outstanding customer experiences
• Team-oriented mindset with strong interdepartmental collaboration skills
• Willingness to work in shifts