Player Operations Agent – São Paulo

We are B2Spin, and we are dedicated to delivering the best Free-to-Play Social Casino and gaming experiences by creating captivating, engaging, and unique products that are accessible to everyone. We have built a team of talented professionals from all over the globe, who are working to continually improve the experiences of our players. We are not looking to just be part of the industry, but to revolutionize it.

Role Overview

As an Ops Specialist, you will be accountable for conducting account verification, detecting and preventing fraudulent activities, processing player redemptions and maintaining compliance with company policies and procedures.

Areas of Responsibility

• Early detection and prevention of fraudulent accounts and suspicious transactions through comprehensive analysis and review of transactional data.
• Reviewing transaction reports for suspicious activity and performing investigations to identify fraudulent activity or other anomalies.
• 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 payments operations process, including receiving, processing, verifying, and reconciling redemptions, as well as making decisions regarding account closures and reward declines.
• Assisting other departments with risk, fraud and payments operations 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.

Experience

• Minimum of 3+ years of experience in a similar role.
• Data driven and proficient in excel and other BI Tools.
• Preferably with experience dealing with USA/European/LATAM Gaming/Sportsbook account.
• Understanding of customer support, high value player management, risk, fraud, payment methodologies and tools.
• Excellent leadership skills, adaptable and flexible with an ability to multi-task and work under pressure.
• Strong analytical skills to detect and identify weaknesses in the systems and operational processes.
• Goal oriented and solution driven individual with a strong focus on producing high quality results within a fast-paced environment.
• High level of attention to detail, flexible and reliable.
• Good communication skills, both written and spoken and good command of English.
• Excellent analytical skills.
• Highly motivated, team player, able to work on own initiative.
• Decision making and problem-solving skills are a must.

B2Spin 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