- Maintain the highest standard of quality and quantity of responses to all Customer related topics (e.g. general account questions, game play, payment and withdrawal questions, responsible gaming and regulatory compliance as applicable);- Work to established standards as part of the team with the team leader and supervisors;Escalate sensitive cases according to established procedures to relevant departments;- Perform additional tasks as required by the team leader, supervisor, client relationship managers, operations managers or department head.

- Investigating, analysing and deciding to take relevant action on accounts identified in fraud processes, from existing queues and reports.- Update customer accounts with relevant risks and restrictive statuses as they apply to fraud checks and processes.-Identify fraud trends and player behaviour in groups ,suspect accounts in fraud proceedings.- Contact customers in fraud risk processes and provide information for resolution and/or verification of accounts.-Understanding industry rules as they apply to AML.- Review and process customer deposits and withdrawals

- Complete KYC verification by reviewing documents on new and existing customer accounts- Review documents received as a requirement from fraud risk processes- Requesting additional KYC documents if verification requirements were not met at initial review- Update client accounts with relevant risk, verification and regulatory status- Update and amend client registration information according to established instructions and procedures- Ensure ongoing understanding of industry rules as they apply to KYC for current and new regulationsResponsibilities- Investigate, analyze and take relevant action on accounts identified in fraud processes, from existing queues and reports- Update client accounts with relevant risk and restrictive status as they apply to fraud checks and processes- Reviewing and approving customer withdrawals for all brands. Individual review of these accounts and decision making based on current regulatory policies and fraud procedures- Contacting customers in fraud risk processes and providing information for resolution and/or verification of accounts- Review and approval of marked deposits based on established risk profiles- Escalation of uncovered trends and irregularities

I was responsible for the change of customers' personal data, opening and closing current accounts and non-credit products in accordance with the procedures in force;-I was responsible for the verification of the files of the individual customer knowledge for non-credit products;-I ensured that the documentation submitted by the client and the data collected in the bank's systems are correct and complete according to the applicable procedures; -I was responsible for the administration and correction of errors or omissions identified, corresponding with the sales network or client.-Support to the front office