Rhino Entertainment Group is hiring an Operations Agent fluent in Finnish and English. In this role, you will be responsible for the smooth, secure, and compliant operation of our player services across all brands. You will directly support players, manage critical financial processes, and uphold our regulatory commitments.
What You'll Do
- Provide operational support across brands, assisting players in Finnish and English through live chat and email.
- Take full ownership of all withdrawal processing, including high-value transactions.
- Investigate and resolve VIP tickets and payment-related issues.
- Proactively monitor and investigate fraud alerts, suspicious behavior, and unusual transactional activity.
- Conduct KYC checks, document verification, and Enhanced Due Diligence per regulations.
- Handle internal alerts such as document expiry, reversal requests, and account status updates.
- Work closely with internal departments to resolve complex customer cases.
- Maintain comprehensive and accurate records of all operational tasks.
- Analyse patterns in player behavior and contact trends to improve fraud prevention and workflows.
- Support process improvements, documentation updates, and training initiatives within the Operations team.
- Ensure ongoing compliance with internal policies, license obligations, and AML regulations.
- Be a subject matter expert for tools and systems in fraud prevention, KYC, payments, and support.
- Assist with operational support for campaigns, promotions, and platform changes.
- Complete all assigned mandatory compliance training.
- Uphold and model the Rhino Entertainment values.
- Maintain a player-first mindset, balancing customer experience with risk management.
- Handle ad/hoc queries such as analysing customer contact trends and patterns.
What We're Looking For
- Fluent in written and spoken Finnish and English.
- Analytical and problem-solving skills.
- High levels of adaptability and flexibility.
- Demonstrated ability to work well under pressure and multitask.
- Strong organisational and time management abilities.
- Passion for delivering an outstanding customer experience.
- Collaborative mindset, with the ability to work effectively within teams and across departments.
- Willingness to work shifts.
Nice to Have
- Previous experience in iGaming operations, payments, KYC, or fraud/risk roles.
Team & Environment
You will report to an Operations Team Lead and join a community of passionate, committed, and driven individuals. Our culture is rooted in curiosity, a strong sense of community, and an unwavering drive for success. We encourage team members to take ownership, think creatively, find solutions, and enjoy the process.
Benefits & Compensation
- Competitive salary based on knowledge and experience.
- Quarterly performance bonus split on personal objectives and company performance.
- €500 Yearly Wellness & Mindfulness allowance.
- Diverse, dynamic, fun environment.
- Learning & Development opportunities.
- Fresh fruit, healthy snacks & food available at the office daily.
- Free parking, table tennis, lounge area, meeting rooms and sea views at the ergonomic office.
- Regular social events.
- Enjoy a “Me Day” on your birthday.
- Paid time off, including extra days for special life events.
- AXA Private Hospital & Dental Insurance Coverage.
- Referral Bonus.
Work Mode
This role follows a hybrid work model, supported by our Hybrid & Overseas Working guidelines to promote flexibility and a work-life blend.
We are committed to ensure fairness in our recruitment process and promote equal opportunities for all current and future employees.
