Description:
We are seeking an ambitious, driven, and tech-savvy Customer Relations Executive to join our team in Toronto, Canada.
You will be responsible for liaising directly with players via email, live chat and on Social Media platforms to resolve their queries. You will also follow the processing of customer payments, the prevention of fraud and verification of documentation.
You will work with the Customer Service & Fraud Team and report to the Customer Relations Manager.
Duties and Responsibilities:
- Perform customer support duties, responding to emails, live chats and directly on Social Media.
- Help build and maintain a comprehensive Customer Support & Fraud knowledgebase
- Understand and follow various operational and regulatory processes, such as Know Your Customer (KYC), GDPR and account security best practices
- Review and assess deposits and withdrawals on a case-by-case basis with a particular focus on the risk and fraud profile (checking verification and due diligence, payments patterns and history, past activity and communication)
- Work closely with our MLRO (Money Laundering Reporting Officer) and raise internal STR (suspicious transactions report) when required
- Other duties as required
Requirements:
- Minimum 1-year experience in a similar role (ideally in the Online Poker industry)
- Knowledge of applicable customer support best practices
- Knowledge of applicable KYC, document verification and AML processes
- A high level of proficiency in modern productivity platforms (Microsoft Office, Google Suite, etc…)
- Excellent verbal and written communication skills in English language
- Proven problem solving skills
- Excellent organization and time management skills
- Strong communication and interpersonal skills
- Positive attitude and willingness to learn
- Entrepreneurial spirit and resourceful
- Eager to learn, achieve, grow, and succeed
- Strong customer service mentality
- A passion for online gaming, including poker and sports betting (or at the very least be interested to learn about them) and knowledge of the online gaming industry
- Possess a clear understanding of poker and an ability to review activity for potential fraud (i.e. collusion, soft play and chip dumping)
- Knowledge of current industry regulations and best practices