Job description

Our KYC and Risk department is looking internally for a Senior KYC and Agent for the Morning Shift from 08:00-16:30 CET to expand the team.

Position Summary

The Senior KYC & Risk Agent role is responsible for analysing the performance of agents against defined department procedures and providing regular feedback to KYC & Risk Team Leader. They will also maintain department induction and ongoing training for KYC & Risk Agents. The role is designed to act as support to the KYC & Risk Team Leader, ensuring a high quality of work is achieved by the department. The role is also expected to assist with daily operational needs of the team when volumes dictate a need.

Key Responsibilities

Duties will include, but are not limited to: -

Quality Assurance checking on agent performance from both a qualitive and quantitative perspective.
Providing Induction training for new agents to ensure consistency of agent performance.
Conduct ongoing training with agents to improve performance.
Act as an escalation point for agent queries.
Providing regular feedback to KYC & Risk Team Leader on agent performance and improvement areas.
Performing KYC checks on player accounts.
Use systems and tools to verify the authenticity of player documentation which may include, but not limited to, ID, Proof of Address, Bank Statements, or any other Source of Wealth/Source of Funds documentation required.
Work closely with Player Payments Agents to ensure processing of player payments are performed accurately and in a timely manner.
Work closely with AML & Risk Agents to ensure players gaming is sustainable.
Using predefined procedures, conduct on-going monitoring on player accounts to ensure their level of gaming remains affordable.
Be aware of and able to spot patterns which could highlight potential risk gambling problems, money laundering and criminal terrorism financing and report these to the appropriate channel.
Liaise with players, via email comms in a sensitive and appropriate manner in order to obtain documentation required to KYC and/or de-risk players.
Communicate effectively with colleagues.
Stay up to speed with team updates and change, both within the department and across the wider business.
Consistently achieve and exceed Key Performance Indicators (KPIs) set out by management.
Ensure that department guidelines, procedures, manuals, and other materials are relevant and accurate, reporting any discrepancies to Team Leaders and Management.
Fulfil tasks assigned by the KYC & Risk Team Leader, KYC and Risk Manager or Head of Payments Risk and Fraud.