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As a KYC support agent, your primary responsibility is to handle the verification procedures for customer accounts in real-time. You will be the first point of contact for customers regarding the KYC process, ensuring that their accounts comply with our policies and legal requirements. Your role involves verifying documents, guiding customers through the process, and resolving any issues that arise promptly and professionally.

These are your responsibilities:

• Review customer documentation, including identification, proof of address, and other required documents.

• Conduct real-time verification using tools and resources to validate customer information and detect potential fraudulent activities.

• Maintain effective communication with customers throughout the verification process, providing clear instructions and prompt updates.

• Escalate issues to the appropriate team or supervisor when necessary and resolve customer complaints related to the verification process.

• Keep accurate records of customer interactions, verification outcomes, and necessary documentation for audit and compliance.

• Respond to player inquiries promptly via live chat, emails, and other communication platforms.

• Manage player expectations by providing timely updates and resolutions.

• Take ownership of incoming chats to ensure no messages are left unanswered.

• Maintain accurate records of player issues and solutions.

• Collaborate with other departments for administrative tasks and translations.

• Ensure timely completion of tasks essential to the company's interests.

This is what we expect from you:

• Complete account verifications within the 30-minute timeframe.

• Ensure all customer accounts comply with KYC policies and legal requirements.

• Detect and prevent fraudulent activities through thorough document verification and real-time checks.

• Deliver a positive customer experience by providing clear instructions, prompt responses, and effective issue resolution.

• Build a network of satisfied players through excellent customer support.

• Exercise good judgment in various situations to uphold company standards.

• Maintain effective communication and organizational skills.

• Balance multiple priorities while working independently under pressure.

This is what we require from you:

• Solid understanding of KYC procedures, legal requirements, and industry best practices.

• Strong attention to detail to ensure accurate and thorough document review.

• Excellent communication skills for clear and effective customer interactions.

• Ability to manage time efficiently, prioritize tasks, and meet deadlines, especially within a 30-minute verification window.

• Awareness of data protection and privacy regulations, ensuring secure handling of customer information.

• Excellent written communication skills in English.

• Motivated, energetic, and customer-focused with a problem-solving attitude.

• Strong attention to detail and ability to maintain professionalism.

This is a plus about you:

• Experience in the iGaming industry.

• Proficiency in French, Arabic or Hindi.

• Understanding of regional regulations and compliance requirements.

• Strong network of industry contacts and influencers in the region.

• Ability to create engaging content tailored to different platforms and audiences.

• Strong analytical skills to assess content performance and make improvements.

This is why you should choose us:

• Fully remote

• Competitive salary packages and bonus programs

• Profit sharing

• Career growth and development

• Multicultural team

Meet Oriana – your manager

Hi, I'm Oriana, the Customer Support Manager at Multiverse. With almost a decade of experience in customer support, I understand the importance of enhancing both customer and team experiences. I'm organized, obsessed with spreadsheets, and believe in open communication and teamwork. Outside of work, I love traveling, healthy living, and spending time with my cat.

About our organisation:

At Multiverse, we're on a mission to redefine the rules of e-gaming and casino experiences worldwide. As a global aspiring team, we own a diverse portfolio of iGaming brands, each tailored to meet the unique preferences of players locally in different countries. Multiverse isn't just about gaming; it's about making a difference. Our focus on localization ensures that every player feels understood and valued, contributing to higher retention rates and great customer satisfaction. We're passionate about developing better gaming solutions that enable the ultimate entertainment experience, with thousands of active customers enjoying our diverse portfolio of thousands of games from the top providers. If you are truly serious about joining us, then please use the word “Cwinz” in your CV-title (e.g. “CV Smith Cwinz”).

At Multiverse, we live by three core values that guide everything:

• Play to Win: Pursuing excellence through intentional action and data-driven decisions.

• Create Fans through Caring: Transforming customers into ambassadors through seamless experiences and support.

• Good Enough to Excellence: Embracing continuous improvement without compromising quality.

Join Us in Shaping the Future

Are you ready to be part of a dynamic team dedicated to pushing boundaries and unlocking potential? Multiverse offers great opportunities for growth and innovation. From our award-winning sports betting and gaming platform technology to our extensive suite of products, including Sportsbook, Casino Suite, Virtual Sports, Esports, and Payment Solutions, we're shaping the future of gaming.

Application Process:

1. Submission of Application:

Interested candidates are required to submit their CV along with a brief statement explaining why they are applying for the role and how they believe their skills and experiences align with the position.

2. Psychometric Testing:

Shortlisted candidates will be invited to participate in two psychometric tests. These tests are designed to assess various aspects such as cognitive abilities, personality traits, and aptitude relevant to the role.

3. Interview Stage:

Successful candidates from the psychometric testing stage will proceed to the interview stage. Interviews will be conducted by members of the Multiverse team, including the hiring manager and relevant stakeholders. During the interview, candidates will have the opportunity to discuss their experiences, skills, and motivations in further detail.

4. Final Decision:

Following the interviews, a final decision will be made regarding the candidate's suitability for the role. Successful candidates will be notified of their offer of employment, and further details regarding onboarding and commencement will be provided.

We look forward to receiving your application and embarking on this journey together at Multiverse.