We believe in hiring talented, hardworking and ambitious people from all over the world. In return, we ensure a supportive working environment, access to leading edge technologies and a commitment to social awareness and equity. Working in this unique and highly competitive industry means that we have to take risks and be innovative. The way we do this is...
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What you’ll be doing
As part of your role, your responsibilities will include:
Enhanced Due Diligence (Source of Wealth & Source of Funds) Reviews:
- Undertake EDD Reviews of customers using open-source material, information and/or documentation provided by the customer, as well as customer data contained within internal systems.
- Contact customers via phone call and email in line with the communications plan.
- Document everything in the task management system.
- Escalate customers who do not meet affordability and responsible gambling requirements.
- EDD Analyst to monitor and action Deposit Limit Review Requests, Transaction Monitoring and other triggers to determine whether EDD is required.
- Assist with other adhoc tasks if/ when required.
- Utilising Tableau, Power BI and other systems to assist in conducting your reviews and monitor performance.
- This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
Essential skills you’ll bring to the table
The necessary skills that we require for this role include:
- Fluent in English – strong written and verbal communication skills
- Degree / diploma or Certification in Risk Management, Compliance, Legal or related fields
- Minimum of 12 months experience within AML environment
- Strong understanding of regulations, processes, policies and procedures
- Intermediate to advanced knowledge of Microsoft products
- Desirable skills you’ve got up your sleeve
- It would be great if you also have some of the following skills:
- Compliance & Responsible Gambling Knowledge
go to method of application »
What you’ll be doing
As part of your role, your responsibilities will include:
New starters
- Digesting handovers received from the training team on each new starter to ensure that the level of understanding, through proficiency reporting, meets the agreed standard that warrants the advancement from training into the live environment.
- Transitioning new starters from the training environment into the live environment.
- Working closely with the new starters during this transition phase to identify any concerns and to report these back to training, Leads and Service Manager and to remedy such concerns.
- Develop new starter’s skills from beginner to advance levels.
- Record and report on the agent’s progress to the leads and Service manager throughout the ‘probation’ period.
- Identify and communicate improvements required to the training programme.
- Recommending new or improved processes or systems to enhance the efficiency of verification.
Live coaching and QA
- Live Coaching on a constant basis through proactive engagement with agents focusing on improving efficiency and quality.
- Capturing and reporting on findings identified through Live Coaching.
- Providing feedback and upskilling from Live Coaching observations.
- Actively perform QA in line with the KPI per team members allocated.
- Track trends based on reporting.
- Addressing QA concerns with agents as soon as possible.
- Agent development and Upskilling
- Utilisation of findings from live coaching and QA trends to identify topics that need to be covered on an individual, team or department level.
- Formulate performance improvement action plans, adressing problem areas highlighted while also recognising good work.
- Monitor and track improvement.
Essential skills sessions
- Utilize findings from live coaching and QA trends to identify topics that need to be covered.
- Creation, scheduling, and execution of these sessions
- These sessions address how we improve our service level skills with our “customers” (internal and external)
Wat sessions
- Utilize findings from live coaching and QA trends to identify topics that need to be covered for upskilling
- Creation, scheduling, and execution of these sessions
- These sessions focus on technical training and need to be bite size sessions
- Create and circulate tests or surveys to do consistent knowledge checks and benchmark the success of sessions in line with our proficiency model.
Information dissemination & training
- Ensure that information, both new processes and updates to processes are shared with all relative persons in the Risk and fraud Department, not limited to Verification department.
- Test understanding of information disseminated.
- Compile communication of information shared for all parties in the Risk & Fraud Department as well as the Customer Service Centre where necessary.
- Identify training requirements from identified trends.
- Document attendance and success of coaching for reporting.
- Keep concise records of QA Feedback, Live Coaching, WAT Sessions, Information shared with all parties and accompany these with test results to confirm understanding.
- Identify case-studies for training purposes.
- Ensuring that our Process & Policy Documents are kept up to date and intact with all new information / updates and is readily available for our agents to refer to.
- Ensuring that the Training Department is covered with regards to sharing of information relative to recent updates and roll-outs and that they too are tested for understanding post the sharing of information.
- Provide monthly QA reporting to the Team Leads & Service Manager.
- This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
Essential skills you’ll bring to the table
The necessary skills that we require for this role include:
- Minimum 24 months experience within Risk/AML/Compliance.
- Minimum 12 months experience in Coaching/Training/Lead Role
- ICA/ CDD/EDD certifications with experience in Risk & Fraud and industry exposure
- Relevant Diploma/Degree and/or work experience in a related field within Risk/AML/Compliance
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
- Exceptional attention to detail, ensuring high standards of quality in all outputs
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
- Demonstrate consistent behaviour aligned to the organisation performance proposals
- Available to work in a 24/7 shift environment
Desirable skills you’ve got up your sleeve
It would be great if you also have some of the following skills:
- Knowledge of KYC and AML policy & procedures
- Previous coaching / teaching exposure
- Knowledge and understanding of Risk systems & technology
- Knowledge & experience with Excel spreadsheets, as well as generating & compiling reports
- Knowledge & experience with PowerPoint and the creation of interactive presentations
go to method of application »
What you’ll be doing
As part of your role, your responsibilities will include:
- Full and accurate assessments of all accounts, transactions and related documentation.
- Review client transactions and ensure that detailed and accurate updates are recorded.
- Evaluate customer accounts and take appropriate action as per risk policies.
- Check all account information by using internal control reviews and record comprehensive details in each instance on various software applications.
- Send all appropriate requests for documentation.
- Review documents for legitimacy where necessary.
- Ensure all requirements are met and accurate updates are entered on the system.
- Withhold or release of certain transactions when required to do so (via direct order or decision, as per our risk acceptance criteria).
- Report and record details of customers that do not meet legitimacy standards.
- Extract information and review reports for incongruences.
- This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
Essential skills you’ll bring to the table
The necessary skills that we require for this role include:
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
- Exceptional attention to detail, ensuring high standards of quality in all outputs
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
- Degree / diploma in Risk Management, Legal, Accounting or related fields
- Demonstrates consistent behaviour aligned to the Organizational Culture
Desirable skills you’ve got up your sleeve
It would be great if you also have some of the following skills:
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
- Experience in developing and executing customer retention strategies
- Ability to identify, analyse and conclude behavior outside of the normal
- Ability to identify discrepancies and anomalies and analyse trends
- Proficient in MS Excel
go to method of application »
What you’ll be doing
As part of your role, your responsibilities will include:
Real-Time Monitoring & Performance Management
- Monitor intraday contact centre performance (calls, chats, emails, etc.) in real time using Workforce Management (WFM) tools.
- Track key metrics such as adherence, occupancy, service levels, ASA (Average Speed of Answer), and queue volumes.
- Take immediate corrective actions such as reassigning Hosts, escalating issues, or recommending break/lunch adjustments to maintain service levels.
Communication & Coordination
- Serve as the primary point of contact for real-time updates and escalations during live operations.
- Coordinate with Team Managers to manage Host availability, shrinkage, and adherence.
- Communicate intraday changes, system outages, or critical incidents to stakeholders as needed.
Reporting & Analytics
- Provide real-time dashboards, status reports, and end-of-day performance summaries.
- Identify trends and patterns affecting service levels and provide recommendations for improvement.
- Support analysis of peak traffic periods, promotional campaigns, and product launches.
Tools & Systems Management
- Operate and optimize WFM systems (Genesys or similar platforms).
- Monitor and troubleshoot issues in telephony or chat routing systems in collaboration with IT teams.
- Assist with schedule adjustments and shift management as required.
- This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
Essential skills you’ll bring to the table
The necessary skills that we require for this role include:
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
- Exceptional attention to detail, ensuring high standards of quality in all outputs
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
- Minimum 2 years’ experience in a contact centre environment
- Experience with regulatory requirements and responsible gambling policies
- Proficient in Microsoft Excel and data visualisation/reporting tools
- Analytical and problem-solving skills
- Attention to detail and ability to multitask in high pressure environments
- This role requires rotating shifts, including evenings, weekends, and public holidays
Desirable skills you’ve got up your sleeve
It would be great if you also have some of the following skills:
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
- Experience in developing and executing customer retention strategies
- Experience in a real time analyst support function
go to method of application »
What you’ll be doing
As part of your role, your responsibilities will include:
Enhanced Due Diligence (Source of Wealth & Source of Funds) Reviews:
- Undertake EDD Reviews of customers using open-source material, information and/or documentation provided by the customer, as well as customer data contained within internal systems.
- Contact customers via phone call and email in line with the communications plan.
- Document everything in the task management system.
- Escalate customers who do not meet affordability and responsible gambling requirements.
- EDD Analyst to monitor and action Deposit Limit Review Requests, Transaction Monitoring and other triggers to determine whether EDD is required.
- Assist with other adhoc tasks if/ when required.
- Utilising Tableau, Power BI and other systems to assist in conducting your reviews and monitor performance.
- This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
Essential skills you’ll bring to the table
The necessary skills that we require for this role include:
- Spanish first language – strong written and verbal communication skills
- Fluent in English; able to communicate effectively (read, write and speak fluently)
- Valid work/residence permit for Cape Town, South Africa
- Minimum of 12 months experience within AML environment
- Strong understanding of regulations, processes, policies and procedures
Desirable skills you’ve got up your sleeve
It would be great if you also have some of the following skills:
- Intermediate to advanced knowledge of Microsoft products
- Compliance & Responsible Gambling Knowledge
go to method of application »
What you’ll be doing
As part of your role, your responsibilities will include:
- Providing world-class customer service by responding to customer queries by telephone, email, and online chats
- Processing and resolving incoming and outgoing contacts in a multimedia environment
- Processing pertinent information into relevant databases
- Completion of tasks assigned during shift
- Customer relationship building and management as well as cross selling products and services
- Problem solving tasks during shift
- Handling and taking full responsibility for customer related queries
- Excellent time management and adherence to schedule
- Performing extra tasks given by managers / shift supervisors as required
- This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
Essential skills you’ll bring to the table
The necessary skills that we require for this role include:
- Clear and concise verbal and written communication skills
- The ability to handle complex interactions clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Exceptional attention to detail, ensuring high standards of quality in all interactions
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
- Matric with 2+ years of customer service experience, or a completed Degree/Diploma with no experience required
- Must be available to work 24/7 shifts
- Must have reliable transport
Desirable skills you’ve got up your sleeve
It would be great if you also have some of the following skills:
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
- Experience in developing and executing customer retention strategies
- Expertise in managing multiple customer contacts simultaneously.
go to method of application »
What you’ll be doing
As part of your role, your responsibilities will include:
- Investigate in detail, all delegated complaints received within agreed SLA’s.
- Assign new complaints received via all channels daily.
- Assess, communicate, and delegate all complaints to the correct departments for feedback.
- Work in collaboration with other departments, to provide solutions and resolutions to received complaints and to ensure compliance with agreed SLA’s.
- Provide articulate, professional and customer focused responses – with first time resolution in mind always.
- Keep the internal complaints tracking tool up to date, always.
- Adhere to the outlined complaints handling processes, procedures, and recommended improvements.
- When relating to the complaints process, provide compliance and process direction to all departments, to ensure continued adherence to regulatory obligations and industry standards relating to online gambling.
- Assist with internal and external audits when requested.
- Assist with ad-hoc reporting.
- Provide feedback related to issues highlighted during the handling of complaints, as well as any policy or procedural updates, to the business.
- This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
Essential skills you’ll bring to the table
The necessary skills that we require for this role include:
- Degree / diploma in Law, Business Administration, Communication, Public Relations, Consumer Protection, Compliance, Risk Management, or related fields OR Minimum of 18 months experience in a Customer Service centric, Complaints Handling or Regulatory Compliance role.
- Excellent written and verbal communication skills - ability to write clear, professional and empathic responses
- Proficient in identifying root cause and contributing factors when conducting objective and independent investigations
- Sound judgement and decisiveness
Desirable skills you’ve got up your sleeve
It would be great if you also have some of the following skills:
- Knowledge & exposure to compliance, risk and fraud, and responsible gaming practices
- A solid understanding of sportsbook and casino related queries
- Ability to differentiate between Compliance vs Commerciality
- Working knowledge of Excel
- Process writing
Method of Application
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