Player Operations Agent

At Patrianna, we are passionate about delivering world-class gaming experiences to millions of players around the globe. As a dynamic, international team, we embrace a collaborative remote-working culture that prioritizes innovation and excellence in everything we do.

We are seeking a detail-oriented Operations Agents with a focus on fraud prevention, KYC compliance, and payment management to join our expanding team.

If you’re eager to make a significant impact in a fast-paced, forward-thinking company dedicated to being a leader in the gaming industry, we would love to hear from you!

Areas of Responsibility

• 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.
  
  

What We Are Looking For...

• 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.
• Preferably with experience dealing with USA/European Gaming accounts.
• 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.
  
  

Important Requirements

• 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
  
  

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