Finnish Speaking - Operations Agent

Rhino Entertainment Group; Marbella; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading online gaming operator is seeking an Operations Agent to ensure smooth and compliant player operations. You'll support Finnish and English-speaking customers, handle KYC processing, and resolve high-impact issues. Ideal candidates possess strong analytical and problem-solving skills and experience in iGaming operations. This dynamic role offers a competitive salary and numerous benefits, including a hybrid work model.

Servicios

Competitive salary based on experience

Quarterly performance bonus

€500 Yearly Wellness allowance

Hybrid & Overseas Working flexibility

Learning & Development opportunities

Free healthy snacks and drinks

Paid time off for special life events

AXA Private Hospital & Dental Insurance

Formación

• Previous experience in iGaming operations, payments, KYC, or fraud/risk roles is highly preferred.
• Ability to work well under pressure and multitask.
• Passion for delivering an outstanding customer experience.

Responsabilidades

• Provide operational support across our brands through live chat and email.
• Investigate and respond to VIP tickets and payment-related issues.
• Conduct KYC checks and document verification.

Conocimientos

Fluent in Finnish

Fluent in English

Analytical skills

Problem-solving skills

Time management

Customer service

Descripción del empleo

As an Operations Agent at Rhino Entertainment, you will play a key role in ensuring smooth, secure, and compliant player operations across all our brands. Reporting directly to the Operations Team Lead, you will support both Finnish and English speaking customers and handle a wide variety of responsibilities, including KYC processing, fraud detection, and managing withdrawals at all levels. You will also contribute to ongoing process improvements and operational excellence, focusing on VIP accounts and payment-related support tickets.

In this role, you will be responsible for resolving time-sensitive, high-impact issues involving VIP players and other escalated cases—delivering top-tier service that aligns with our commitment to responsible, player-first operations.

No two days are the same in this role—and that's exactly what makes it so exciting!

What your role will look like :

1. Provide operational support across our brands, assisting players in both Finnish and English through live chat and email where necessary
2. Take full ownership of all withdrawal processing, including high-value transactions, ensuring swift, secure, and compliant handling
3. Investigate and respond to VIP tickets and payment-related issues, working closely with relevant teams to deliver exceptional service to high-value customers
4. Proactively monitor and investigate fraud alerts, suspicious behavior, and unusual transactional activity, escalating cases as needed
5. Conduct KYC checks, document verification, and Enhanced Due Diligence (EDD) in accordance with regulatory requirements and internal procedures
6. Handle internal alerts such as document expiry, reversal requests, and account status updates
7. Work closely with internal departments, including Customer Experience, Compliance, Payments, and Country Management to resolve complex customer cases and maintain a seamless player journey
8. Maintain comprehensive and accurate records of all operational tasks, in line with auditing and data protection standards
9. Analyse patterns in player behavior and contact trends, providing actionable insights to improve fraud prevention, withdrawal efficiency, and overall operational workflows
10. Support process improvements, documentation updates, and training initiatives within the Operations team
11. Ensure ongoing compliance with internal policies, license obligations, and AML regulations
12. Be a subject matter expert for tools and systems used in fraud prevention, KYC, payments, and customer support
13. Assist with operational support for campaigns, promotions, and platform changes, including cross-functional collaboration where needed
14. Complete all assigned mandatory compliance training and remain up to date on relevant regulatory developments
15. Uphold and model the Rhino Entertainment values, fostering a positive, professional, and collaborative environment
16. Always maintain a player-first mindset, balancing great customer experiences with responsible risk management and operational integrity
17. Any ad/hoc queries required by business such as analysing customer contact trends and patterns, and providing context around these

Requirements

1. Fluent in written and spoken Finnish and English
2. Previous experience in iGaming operations, payments, KYC, or fraud/risk roles is highly preferred
3. Analytical and problem-solving skills
4. High levels of adaptability and flexibility
5. Ability to work well under pressure and multitask
6. Strong organisational and time management abilities
7. Passion for delivering an outstanding customer experience
8. Collaborative mindset, with the ability to work effectively within teams and across departments
9. Willingness to work shifts

Benefits

Working for Rhino includes plenty of perks. What we offer:

• Competitive salary based on your knowledge & experience
• Quarterly performance bonus split on personal objectives and company performance
• €500 Yearly Wellness & Mindfulness allowance to support an active lifestyle
• Flexibility & a work-life blend through our Hybrid & Overseas Working guidelines
• Diverse, dynamic, fun environment with happy and helpful colleagues
• Learning & Development opportunities to invest in your personal development
• Fresh fruit, healthy snacks & food are available at the office every day - and of course, good tea & coffee
• Free parking, table tennis, lounge area, plenty of meeting rooms and sea views at our ergonomic office
• Regular social events to strengthen long lasting relationships
• Enjoy a "Me Day" on your birthday
• Paid time off, including extra days for special life events
• AXA Private Hospital & Dental Insurance Coverage
• Form an active part of our talent acquisition, with our Referral Bonus
• And to top it off, a great culture!

Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career!

Our Story

Rhino Entertainment Group is a fast-growing online gaming operator that was founded in 2020. Winner of the EGR Rising Operator of the Year Award 2023 and iGaming Idol Employer of The Year Award 2023 and is a company which operates a multi-brand strategy. Rhino group is committed to providing its players with the best possible gaming experience supported by a cutting-edge gaming platform.

Our Culture

"We are a community of passionate, committed, driven and fun-loving people who are united by a shared mission to deliver world-class entertainment to our players in a vibrant and dynamic environment. Our culture identity is rooted in our curiosity, our sense of community and unwavering drive for success. We cherish each person's unique qualities and contributions, and we encourage our team members to take ownership, think creatively, find solutions and enjoy the process of achieving our goals!"

DEIB

We are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process.

How We Work

At Rhino we very much believe in supporting flexible working arrangements! By blending working from our vibrant offices and using the latest tech to work from home, through our Hybrid Working environment, we firmly believe that we can create an effective, balanced, and collaborative working experience to help us achieve our goals!