KYC/AML/Customer Support Agent

Initiate; Cape Town; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Initiate in Cape Town seeks 2 KYC/AML/Customer Support Agents for a hybrid role blending client assistance with verification and compliance duties. You will handle queries, verify documents, and contribute to AML monitoring in a regulated iGaming environment.

Ideal candidates have experience in KYC/AML, strong attention to detail, and the ability to work across multiple systems. This role offers hybrid work arrangements and growth within the risk and compliance space.

Qualifications

• Familiar with KYC/AML and verification processes
• Experience in regulated environments
• Attention to detail and ability to spot red flags

Responsibilities

• Handle day-to-day customer queries across support channels
• Assist players with account, verification, payments and platform queries
• Review and verify customer documentation in line with KYC requirements
• Conduct customer due diligence and escalated cases
• Support AML monitoring and identify suspicious activity
• Review player accounts and transactions for high-risk behaviour
• Maintain accurate customer records and escalate compliance concerns
• Collaborate with Risk, Compliance, Payments and Operations teams

Skills

KYC

AML

Customer support

Fraud

Risk

Compliance

Job description

We're looking for 2 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 escalated 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.