Withdrawals Agent -Online Gambling / Gaming

Neo Brokers (Pty) Ltd; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading online iGaming company in Cape Town is seeking a Withdrawals Agent to manage player withdrawal requests efficiently. The role involves overseeing transaction accuracy, complying with KYC and AML regulations, and providing excellent player support. The ideal candidate will have strong analytical skills, attention to detail, and experience in payment processing. This full-time position may require rotational shifts.

Qualifications

• 1-2 years experience in payments, risk, or finance role within online gaming or e-commerce.
• Familiarity with KYC, AML, and regulatory requirements.
• Proficient in using computer systems and back-office platforms.

Responsibilities

• Process player withdrawal requests accurately and in a timely manner.
• Verify player information for KYC checks before authorizing payments.
• Handle various payment methods for processing withdrawals.
• Review accounts for suspicious activity and apply AML principles.
• Communicate withdrawal statuses and payment-related issues to players.
• Maintain accurate records of all processed withdrawals and communications.

Skills

Attention to Detail

Analytical Skills

Communication Skills

Integrity

Team Player

Tools

Online payment gateways

Job description

SUMMARY :

Withdrawals Agent- Online iGaming Division

The Withdrawals Agent is a key member of the payments and security team, responsible for processing player withdrawal requests accurately and efficiently. This role is critical in ensuring a positive player experience while safeguarding the company against fraudulent activity and ensuring compliance with regulatory requirements. The ideal candidate will be detail-oriented, analytical, and have a strong understanding of online payment processing and anti-money laundering (AML) procedures.

POSITION INFO : Key Responsibilities

Withdrawal Processing :

• Process all player withdrawal requests in a timely and accurate manner.
• Verify player information and ensure all necessary documentation for Know Your Customer (KYC) checks is complete and valid before authorising payments.
• Handle various payment methods, including bank transfers, e-wallets, and credit / debit card payouts.
• Ensure sufficient funds are available in various payment gateways to process transactions smoothly.

Risk & Fraud Detection :

Review player accounts and transaction histories for suspicious activity, patterns of abuse, or potential fraud.

Conduct initial investigations into flagged accounts and escalate complex cases to the Fraud or Security team for further review.

Apply anti-money laundering (AML) and counter-terrorist financing (CTF) principles to all transactions.

Stay informed about common fraud trends and techniques within the online gaming industry.

Player Communication & Support :

Communicate with players regarding the status of their withdrawals, requests for documentation, or any payment-related issues.

Provide clear and professional support via email or other communication channels.

Handle payment-related queries and escalations from the Customer Support team.

Reporting & Administration :

Maintain accurate records of all processed withdrawals, exceptions, and player communications.

Assist in generating daily, weekly, and monthly reports on withdrawal volumes, processing times, and fraud metrics.

Collaborate with the Finance and Customer Support teams to resolve discrepancies and improve processes.

Required Skills and Qualifications :

Experience : Previous experience in a payments, risk, or finance role, preferably within the online gaming, gambling, or e-commerce industry, minimum 1-2 years’ experience.

Attention to Detail : Meticulous attention to detail to ensure accuracy in payment processing and documentation review.

Analytical Skills : Strong analytical and problem-solving skills to identify unusual patterns and potential risks.

Regulatory Knowledge : Familiarity with KYC, AML, and other regulatory requirements related to online financial transactions.

Technical Proficiency : Proficient in using computer systems and various back-office platforms. Experience with online payment gateways is highly desirable.

Communication Skills : Excellent written and verbal communication skills for interacting with players and internal teams.

Integrity : A high level of integrity and the ability to handle sensitive player and financial data with discretion.

Team Player : Ability to work effectively as part of a team in a fast-paced environment.

Location : Century City

Department : Finance- Withdrawals

Reports To : Head of Department

Job Type : Full-Time – rotational shifts