We’re recruiting for our partner, a fast-growing online gaming company, for a Finnish-speaking Operations Agent. In this role, you’ll play a key part in ensuring smooth, secure, and compliant player operations across multiple brands. Reporting directly to the Operations Team Lead, you’ll support both Finnish and English-speaking customers and manage a wide variety of responsibilities, including KYC processing, fraud detection, and withdrawal handling at all levels.
You’ll also contribute to ongoing process improvements and operational excellence, with particular focus on VIP accounts and payment-related support tickets. This position offers variety, responsibility, and the opportunity to deliver top-tier service in a dynamic environment.
What your role will look like:
Provide operational support across brands, assisting players in Finnish and English through live chat and email where needed.
Take full ownership of withdrawal processing, including high-value transactions, ensuring swift, secure, and compliant handling.
Investigate and respond to VIP tickets and payment-related issues, collaborating with internal teams to deliver exceptional service.
Proactively monitor and investigate fraud alerts, suspicious behavior, and unusual transactional activity, escalating when required.
Conduct KYC checks, document verification, and Enhanced Due Diligence (EDD) in line with regulatory requirements.
Handle internal alerts such as document expiry, reversal requests, and account status updates.
Collaborate with Customer Experience, Compliance, Payments, and Country Management to resolve complex customer cases.
Maintain comprehensive and accurate records of all operational tasks for auditing and compliance.
Analyse player behavior and contact trends to improve fraud prevention, withdrawal efficiency, and workflows.
Support process improvements, documentation updates, and training initiatives.
Ensure compliance with internal policies, license obligations, and AML regulations.
Act as a subject matter expert for tools and systems used in fraud prevention, KYC, payments, and customer support.
Assist with operational support for campaigns, promotions, and platform changes.
Complete all mandatory compliance training and stay updated on regulatory developments.
Always maintain a player-first mindset, balancing customer experience with responsible risk management.
Requirements:
Fluent in written and spoken Finnish and English.
Previous experience in iGaming operations, payments, KYC, or fraud/risk roles is highly preferred.
Strong analytical and problem-solving skills.
High levels of adaptability and flexibility.
Ability to multitask and work well under pressure.
Strong organisational and time management abilities.
Passion for delivering outstanding customer experiences.
Team-oriented and collaborative mindset.
Willingness to work shifts.
What’s on offer:
Competitive salary.
Quarterly performance bonus (personal + company performance).
Yearly wellness & mindfulness allowance.
Remote work flexibility.
Diverse, fun, and dynamic work environment.
Learning & development opportunities.
Referral bonus program.
A supportive and positive company culture.
👉 If you’re fluent in Finnish, passionate about operational excellence, and eager to work in a dynamic iGaming environment, we’d love to hear from you!