Operations Associate (KYC Analyst and Customer Support)

WHAT WE OFFERCompetitive Salary PackagesProfessional Development OpportunitiesHybrid Work SetupEquipment ProvidedDay 1 HMOLife InsurancePosition 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 VerificationRequest 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 ManagementEnsure 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 overridesException handling (e.g., incomplete documents accepted with justification)AML true positives or payment method ownership concernsClearly outline the rationale behind each decision, supported by evidence and risk assessmentMaintain a comprehensive audit trail, including:Detailed internal notes for each caseRecords of escalations, responses, and final outcomesEnsure all actions are aligned with internal policies, regulatory requirements, and client-specific guidelines, supporting transparency, traceability, and audit readinessManage records within Sumsub and internal storage systemsEnsure proper file naming, organization, and documentation standardsCustomer Support / Communication & Escalations HandlingAnswer incoming calls / inquiries from card issuer’s customers, etc.Be on standby and monitor potential call volumesResolve the inquiries within the appropriate time frame.Coordinate with stakeholders to:Request additional documents or informationProvide updates on player verification statusEnsure 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 reviewGameplay & 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 profileFraud investigations – Analyze gameplay patterns to detect potential fraud schemes, including collusion, multi-accounting, or abnormal betting behaviorUnusual player behavior – Identify deviations from normal activity, such as sudden changes in betting patterns, frequency, or transaction behaviorConduct targeted gameplay reviews during withdrawal requests to:Validate the legitimacy of winnings by ensuring outcomes are consistent with actual gameplay and not artificially generatedIdentify bonus abuse or irregular patterns, such as low-risk betting strategies, abuse of promotional mechanics, or coordinated activityAssess whether gameplay aligns with:The player’s historical behaviorTransaction patterns (deposits and withdrawals)Applicable bonus terms and conditionsDocument findings clearly and escalate cases where suspicious or high-risk behavior is identifiedOther TasksAssist in other ad hoc topics and projects as assigned by the immediate supervisorRecommend and proactively implement opportunities for increased departmental efficiencyExtend work hours when needed.WHAT SHOULD YOU HAVE?Open to fresh graduatesBasic understanding of KYC/AML concepts (academic or training-based)Understanding of AML screening and fraud indicatorsStrong written and verbal communication skillsStrong attention to detail and willingness to learnAbility to align with business goals and objectivesStrong analytical, investigative, critical thinking, and decision-making skills in a compliance environmentProfessional mindset with the ability to perform accurate, risk-based assessments in a fast-paced environmentStrong sense of integrity and confidentialityAbility to follow procedures and apply judgment in ambiguous casesGood time management and ability to meet deadlinesSHIFT SCHEDULE3PM - 12AM (GMT+8)Hybrid set-up