Kyc/Aml/Customer Support Agent

Initiate; Cape Town; Hybrid; ZAR 420,000 - 620,000; Full time

Job summary

Initiate in Cape Town is looking for two KYC/AML/Customer Support Agents to join a hybrid team supporting players across the African market. You will handle queries, assist with verification and payments, and review documentation in line with KYC requirements.

Role involves AML monitoring, due diligence, and collaboration with Risk, Compliance, Payments and Operations. Strong communication and attention to detail are essential in a regulated, fast-paced environment.

Qualifications

• Experience in KYC, AML, customer support, fraud, risk or compliance.
• Experience in iGaming, online gambling, sportsbook or fintech is advantageous.
• Understanding of KYC/AML principles and customer verification processes.
• Strong attention to detail and ability to identify red flags.
• Excellent written and verbal communication; comfortable handling sensitive information.

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 elevate 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

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 elevate 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.