Call Centre and Processing Agent

About the Role

The Call Centre and Processing Agent at SunBet provides attentive, efficient, and courteous customer support across various channels while managing online payment transactions, identity verifications, and fraud monitoring activities. This position entails delivering excellent frontline client interactions coupled with operational processing of payments, withdrawals, and regulatory compliance, ensuring a superior customer journey aligned with SunBet's standards and legal obligations.

Primary Responsibilities

• Offer professional assistance to customers via phone, email, and live chat platforms.
• Resolve enquiries promptly, emphasizing first-contact resolution.
• Support customers with account creation, updates, login/banning issues, and account closures.
• Respond to questions about deposits, withdrawals, bonuses, wagering criteria, and overall account management.
• Handle escalated or complex interactions employing skilled conflict management and de-escalation.
• Maintain precise records of customer interactions using CRM and ticketing tools.
• Achieve service level agreements, quality norms, and productivity targets.
• Conduct Know Your Customer (KYC) checks by verifying identification and residency proofs.
• Manage customer deposit and withdrawal processing following company rules and legal standards.
• Investigate failed payments and anomalies, escalating unresolved issues appropriately.
• Monitor accounts for suspicious or fraudulent behavior, escalating concerns for further review.
• Follow up on outstanding FICA documentation to ensure compliance continuity.
• Assist with Anti-Money Laundering (AML) and Financial Intelligence Centre (FIC) reporting duties.
• Adhere to responsible gaming, AML, POPIA, and internal compliance protocols.
• Collaborate with internal teams and external partners to resolve customer matters and improve service quality.
• Stay informed about product details, payment platforms, compliance regulations, and fraud trends.

Skills and Competencies

• Excellent oral and written communication abilities.
• Customer-oriented attitude with emphasis on professionalism and empathy during challenging conversations.
• Strong problem-solving, conflict resolution, and calming skills.
• Understanding of KYC, FICA, AML, POPIA, consumer protection, and responsible gaming rules.
• Familiarity with payment processes, deposit/withdrawal handling, bonus schemes, and betting requirements.
• Capability to identify suspicious transactions and participate in fraud prevention.
• Meticulous attention to detail and overall compliance commitment.
• Experience using CRM and ticketing platforms effectively while multitasking across systems.
• Basic proficiency in Microsoft Office and web-based applications.
• Knowledge of payment processing software like BOP, Stratech, or equivalents is a plus.
• Prior exposure to online betting products or sportsbook operations is advantageous.
• Organizational skills, time management, accuracy, independence balanced with teamwork.
• Professional demeanor, responsibility, adaptability, resilience, and eagerness to learn in dynamic environments.

Qualifications and Experience

• Minimum education of Grade 12 / Form 5.
• Educational diplomas in sales, marketing, hospitality, quality assurance, auditing, risk management, or related fields add value.
• At least 1 to 2 years in customer service or call center roles.
• Desirable experience in online betting, gaming, finance, banking, or payments processing sectors.
• Proven track record in customer payment handling, withdrawal processing, and account verification.
• Experience conducting KYC and working within regulated environments.
• Competence in fraud prevention and adherence to compliance practices.
• Possession of a National Gambling Board (NGB) Key Gaming License or eligibility to obtain one is an advantage.
• Availability to work shifts, including weekends, holidays, and extended hours as necessary.

Additional Information

If an applicant does not receive communication within 14 days after the closing date, their application should be considered unsuccessful.