What We Offer

Competitive Salary Packages
Professional Development Opportunities
Hybrid Work Setup
Equipment Provided
Day 1 HMO
Life Insurance

Position Overview

We are seeking a Project-Based Operations Associate (KYC Analyst and Customer Support) to support onboarding, verification, and ongoing due diligence processes, as well as answering calls / inquiries from clients customers. The role involves manual review of customer data, ensuring compliance with KYC/AML requirements while identifying potential fraud and risk indicators. The associate will work closely with the OaaS team, as well as client internal risk and compliance teams, utilizing platforms such as Sumsub and internal CRM systems, and will be responsible for delivering accurate, timely, and well-documented decisions.

WHAT WOULD YOU DO

KYC Initiation & Document Review

Initiate KYC requests via Sumsub and monitor customer submissions
Perform manual review of KYC documents in cases where automated checks are unsuccessful or flagged for further verification, including:

Verification of authenticity, image quality, and tampering indicators
Validation of customer details (name, DOB, document number, expiry)
Assessment of selfie/liveness checks (face match, spoofing indicators)
Review of Proof of Address (POA) for validity and completeness

Conduct AML screening reviews and assess potential matches (true vs false positives)
Identify fraud signals such as duplicate documents, anomalies, or repeated attempts
Conduct enhanced due diligence (EDD) on high-risk customers, including additional document collection and risk assessment

Payment Method Verification

Request proof of payment methods (bank cards, bank accounts, e-wallets)
Review submitted documents to confirm ownership and consistency with the user profile

Case Documentation & Record Management

Ensure all non-standard cases, high-risk scenarios, and exceptional decisions are properly documented, justified, and escalated in line with internal compliance and risk management protocols
Document and justify non-standard decisions, including:

Force approvals or overrides
Exception handling (e.g., incomplete documents accepted with justification)
AML true positives or payment method ownership concerns

Clearly outline the rationale behind each decision, supported by evidence and risk assessment
Maintain a comprehensive audit trail, including:

Detailed internal notes for each case
Records of escalations, responses, and final outcomes

Ensure all actions are aligned with internal policies, regulatory requirements, and client-specific guidelines, supporting transparency, traceability, and audit readiness
Manage records within Sumsub and internal storage systems
Ensure proper file naming, organization, and documentation standards

Customer Support / Communication & Escalations Handling

Answer incoming calls / inquiries from card issuer's customers, etc

Be on standby and monitor potential call volumes
Resolve the inquiries within the appropriate time frame

Coordinate with stakeholders to:

Request additional documents or information
Provide updates on player verification status

Ensure clear and professional communication in all cases
Escalate high-risk cases to the appropriate teams (e.g., Risk Management, Compliance, KYC Team), including:

Potential AML matches (sanctions, PEP, adverse media)
Fraud indicators (e.g., document duplication, account linkage, suspicious transaction patterns)
Complex or ambiguous cases requiring further review

Gameplay & Behavioral Analysis

Conduct in-depth gameplay and behavioral reviews to assess player activity and identify potential risk indicators across the customer lifecycle
Perform general gameplay analysis for:

VIP monitoring – Review high-value players to ensure their activity is consistent with expected behavior and risk profile
Fraud investigations – Analyze gameplay patterns to detect potential fraud schemes, including collusion, multi-accounting, or abnormal betting behavior
Unusual player behavior – Identify deviations from normal activity, such as sudden changes in betting patterns, frequency, or transaction behavior

Conduct targeted gameplay reviews during withdrawal requests to:

Validate the legitimacy of winnings by ensuring outcomes are consistent with actual gameplay and not artificially generated
Identify bonus abuse or irregular patterns, such as low-risk betting strategies, abuse of promotional mechanics, or coordinated activity

Assess whether gameplay aligns with:

The player's historical behavior
Transaction patterns (deposits and withdrawals)
Applicable bonus terms and conditions
Document findings clearly and escalate cases where suspicious or high-risk behavior is identified

Other Tasks

Assist in other ad hoc topics and projects as assigned by the immediate supervisor
Recommend and proactively implement opportunities for increased departmental efficiency
Extend work hours when needed

WHAT SHOULD YOU HAVE

Open to fresh graduates
Basic understanding of KYC/AML concepts (academic or training-based)
Strong attention to detail and willingness to learn
Ability to align with business goals and objectives
Strong analytical, investigative, and decision-making skills in a compliance environment
Understanding of AML screening and fraud indicators
Strong written and verbal communication skills
Professional mindset with the ability to perform accurate, risk-based assessments in a fast-paced environment
High attention to detail and accuracy
Strong sense of integrity and confidentiality
Analytical and critical thinking skills
Ability to follow procedures and apply judgment in ambiguous cases
Good time management and ability to meet deadlines

SHIFT SCHEDULE

3PM - 12AM (GMT+8)