Customer Support Agent (KYC / AML)

Initiate International; Cape Town; Hybrid; ZAR 180,000 - 240,000; Full time

Job summary

Initiate International in Cape Town is seeking two Customer Support Agents focusing on KYC/AML to ensure a high level of service while maintaining compliance. This hybrid role combines customer queries with verification and due diligence, requiring meticulous documentation, risk awareness, and collaboration with Risk, Compliance, and Payments teams.

If you have experience in KYC/AML, fraud or risk roles, and thrive in a regulated, fast-paced environment, apply to join our iGaming operations in

Qualifications

• Experience in KYC/AML, customer verification, fraud or risk roles.
• Experience in iGaming, online gambling, sportsbook or fintech is advantageous.
• Strong attention to detail and ability to identify red flags.
• Excellent written and verbal communication; able to handle sensitive information.
• Ability to work in a fast-paced, regulated environment; Hybrid work setup.

Responsibilities

• Handle day-to-day customer queries across relevant support channels
• Assist players with account, verification, payments and general platform-related queries
• Review and verify customer documentation in line with KYC requirements
• Conduct customer due diligence and escalate cases requiring further investigation
• Support AML monitoring and identify potentially suspicious activity
• Review player accounts and transactions for unusual or high-risk behaviour
• Ensure customer information and documentation is accurately recorded and maintained
• Escalate potential fraud, AML, responsible gambling or compliance concerns appropriately
• Work closely with Risk, Compliance, Payments and Operations teams
• Maintain a high standard of customer service while ensuring regulatory and internal requirements are followed

Skills

KYC

AML

Customer Support

Fraud

Risk

Compliance

Job description

Customer Support Agent (KYC / AML) required in Cape Town.

We’re looking for two KYC / AML / Customer Support Agents to join a growing iGaming business operating within the African market.

This is a hybrid role, combining customer support with KYC and AML responsibilities. You’ll play an important role in ensuring players receive a high level of service while the business maintains strong compliance and risk controls.

What You’ll Be Doing:

• Handle day-to-day customer queries across relevant support channels
• Assist players with account, verification, payments and general platform-related queries
• Review and verify customer documentation in line with KYC requirements
• Conduct customer due diligence and Escalate cases requiring further investigation
• Support AML monitoring and identify potentially suspicious activity
• Review player accounts and transactions for unusual or high-risk behaviour
• Ensure customer information and documentation is accurately recorded and maintained
• Escalate potential fraud, AML, responsible gambling or compliance concerns appropriately
• Work closely with Risk, Compliance, Payments and Operations teams
• Maintain a high standard of customer service while ensuring regulatory and internal requirements are followed

What We’re Looking For:

• Previous experience in KYC, AML, Customer Support, Fraud, Risk or Compliance
• Experience within iGaming, online gambling, sportsbook or fintech is highly advantageous
• Understanding of KYC/AML principles and customer verification processes
• Strong attention to detail and the ability to identify inconsistencies or red flags
• Excellent written and verbal communication skills
• Comfortable dealing with sensitive customer information
• Strong problem-solving and investigative abilities
• Able to work in a fast-paced, regulated environment
• Comfortable working independently in a hybrid environment
• Strong computer literacy and ability to work across multiple systems

Why This Role?

This is a great opportunity for someone looking to build or further develop their career across Customer Operations, KYC, AML, Risk and Compliance within the iGaming industry.

If you enjoy working with people but also have a strong eye for detail and an interest in compliance and risk, this could be the perfect combination.