Operations Associate - KYC Analyst, Customer Support

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)
• Understanding of AML screening and fraud indicators
• Strong written and verbal communication skills
• Strong attention to detail and willingness to learn
• Ability to align with business goals and objectives
• Strong analytical, investigative, critical thinking, and decision-making skills in a compliance environment
• Professional mindset with the ability to perform accurate, risk-based assessments in a fast-paced environment
• Strong sense of integrity and confidentiality
• Ability to follow procedures and apply judgment in ambiguous cases
• Good time management and ability to meet deadlines

• 3PM - 12AM (GMT+8)
• Hybrid set-up