Mid-Level Customer Support Representative (Payouts)

📋 Description

• • As a Mid-Level Customer Support Representative specializing in Payouts at Ruby Labs Ltd., you will be an integral part of our dynamic operations team, playing a critical role in ensuring the integrity and efficiency of our financial transactions.
• • Your primary responsibility will be the meticulous review, verification, and processing of player withdrawal requests, ensuring every payout is accurate, compliant with all relevant sweepstakes regulations, and delivered promptly to our valued customers.
• • This role demands a keen eye for detail and a commitment to precision, as you will be the frontline in identifying and mitigating potential risks associated with financial operations in the sweepstakes casino environment.
• • You will manage a dedicated queue of payout-related support tickets, providing clear, concise, and timely resolutions to player inquiries and concerns regarding their withdrawals.
• • A significant aspect of your role will involve conducting thorough identity verification procedures, including the review of player documentation as part of our robust Know Your Customer (KYC) protocols.
• • You will actively participate in fraud and risk checks, diligently identifying any suspicious activities such as multi-accounting, promotional abuse, or other forms of irregular behavior.
• • Promptly escalating any identified suspicious activity to our dedicated Anti-Money Laundering (AML) and risk management teams will be a crucial part of your daily duties, safeguarding the company's assets and reputation.
• • You will be accountable for ensuring that all payout transactions are processed with the highest degree of accuracy and within the established service level agreements (SLAs), maintaining operational excellence.
• • Effective coordination with our external payment providers and various internal departments will be essential to troubleshoot and resolve any payout issues or transaction failures that may arise.
• • Close collaboration with the broader customer support team is expected, assisting them in addressing complex player inquiries that specifically pertain to redemptions and payout processes.
• • Maintaining comprehensive and accurate records of all payout activities, including detailed notes on verification steps undertaken and player documentation reviewed, will be a core function, ensuring auditability and compliance.
• • You will actively monitor payout workflows, proactively flagging any operational challenges, emerging fraud risks, or opportunities for process improvements to enhance efficiency and security.
• • Contributing to the ongoing development and refinement of our payout procedures, internal controls, and best practices will be encouraged, allowing you to shape the future of our operations.
• • You will provide essential support during internal and external audits, ensuring all documentation and processes related to payments, player verification, and sweepstakes regulations are readily available and compliant.
• • Tracking and reporting on key performance indicators (KPIs) related to payouts, such as average processing times, approval rates, and the number of accounts flagged for review, will be vital for performance analysis and strategic decision-making.
• • Staying abreast of the latest developments in sweepstakes casino compliance requirements, evolving payment provider policies, and advanced fraud prevention techniques will be a continuous learning process, ensuring our operations remain at the forefront of industry standards.
• • This role offers a unique opportunity to contribute to a fast-growing tech company, directly impacting the player experience and the financial health of our innovative consumer products across health, education, and entertainment sectors.
• • You will be empowered to work independently, adhering to strict operational processes while also contributing to a collaborative team environment focused on achieving ambitious goals.
• • Your dedication to accuracy, security, and customer satisfaction will be paramount in this role, making you a key player in Ruby Labs' success.