Gaming Finance/KYC Agent

Cape Town, South Africa (CBD)

Working Pattern: 45 hours per week in the office, on a rotational shift pattern that includes a combination of morning (07:00-16:00) and evening (13:00-22:00) shifts across weekdays and weekends (Monday-Sunday)

Welcome to Virgin Bet, where innovation meets excitement in the heart of Cape Town! As a proud member of the LiveScore Group, Virgin Bet is on an exhilarating journey to redefine the world of online betting. With our new office opening in Cape Town, we're excited to expand our vibrant team and bring our exceptional services to new heights.

Virgin Bet thrives on providing an unparalleled betting experience that combines cutting-edge technology with a passion for sports. Our culture is built on collaboration, creativity, and diversity, fostering an environment where every employee can make their mark while enjoying the thrill of the game. Join us as we embrace the dynamic spirit of Cape Town and contribute to a brand that pushes boundaries and champions innovation.

If you're ready to embark on an adventure with us, we can't wait to meet you and see how you can help us shape the future of Virgin Bet!

The Role

The Gaming Finance/KYC role will involve reviewing and monitoring deposit and withdrawal transactions, investigating suspicious payment activities, and handling chargeback cases to mitigate risk and protect revenue losses to the business. Additionally, the role will be responsible for handling internal escalations from other departments, such as Customer Support, Player Protection, Player Engagement and AML. You will also escalate payment-related incidents—such as deposit or withdrawal issues, PSP (Payment Service Provider) disruptions, and in-house functionality concerns—to the Technical team for resolution. The role requires a high level of attention to detail, strong decision-making, and an ability to manage workload effectively and in a timely manner.

Key Responsibilities

• Reviewing and monitoring deposit and withdrawal transactions.
• Identifying suspicious activity using fraud monitoring tools, in-house solutions, and other systems.
• Performing initial investigations and taking immediate corrective action to mitigate losses to the business.
• Completing a variety of account and payment administration tasks related to these issues.
• Handling chargeback administration and case management on a regular basis.

Key Skills and Experience

• Payments Processing Knowledge – Understanding of deposits, withdrawals, PSPs, and reconciliation processes.
• Fraud & Risk Awareness – Ability to spot suspicious payment activity, investigate anomalies, and handle chargeback cases.
• Analytical Skills – Strong problem-solving skills to assess data, identify trends, and make informed decisions quickly following specific regulations.
• Case Management – Experience handling escalations, documenting investigations, and following compliance processes.
• Attention to Detail – Essential for monitoring transactions, managing chargebacks, and preventing financial losses.
• Technical Escalation Handling – Ability to recognize system/payment issues and communicate effectively with Technical teams
• Experience handling KYC verification and customer onboarding
• High attention to detail and accuracy in verifying customer documentation
• Good communication skills, both written and spoken, and good command of English.
• Have exposure to working in Customer Service within highly regulated industries.
• Adaptable in a fast-paced, evolving regulatory environment

What can we offer?

• Discretionary Company Performance bonus
• Discovery Medical Aid
• Office snacks, soft drinks and socials