OPS Support Associate

Key Responsibilities
Process and monitor deposits, withdrawals, manual credits, debits, refunds, and other payment-related transactions in accordance with established procedures.
Verify payment transactions, player information, and account details for accuracy and completeness before processing.
Monitor pending, failed, rejected, delayed, or unsuccessful transactions and take appropriate action based on established procedures.
Respond to player inquiries and concerns through designated customer service channels in a professional, accurate, and timely manner.
Assist players with concerns related to deposits, withdrawals, payment methods, transaction status, account balances, bonuses, and other account-related matters.
Provide accurate information and clear instructions to players based on approved company policies, procedures, and FAQs.
Investigate payment and player concerns by reviewing account information, transaction history, payment records, and relevant system details.
Perform initial reviews of transactions and player accounts to identify suspicious, unusual, inconsistent, or potentially problematic activities.
Conduct basic fraud and risk checks, including reviews for duplicate accounts, bonus abuse, identity mismatches, unusual transaction patterns, and other potential risk indicators.
Review KYC documents and ensure submitted requirements meet established company and regulatory standards.
Escalate suspicious transactions, high-risk accounts, potential fraud cases, complex concerns, and out-of-scope issues to the appropriate Senior, Team Leader, Manager, or relevant department for further investigation.
Coordinate with internal departments and external payment providers to resolve payment, fraud, account, technical, and player-related concerns.
Follow up on escalated or pending cases when necessary to ensure proper resolution and provide appropriate updates to players.
Report system errors, payment gateway issues, transaction discrepancies, and other operational abnormalities to the appropriate team.
Accurately record and maintain payment transactions, fraud-related findings, player concerns, actions taken, endorsements, and resolutions in the appropriate systems.
Properly endorse pending and unresolved cases during shift handovers to ensure continuity of operations.
Maintain accurate and updated records of payment, fraud, KYC, and customer support activities.
Follow established Standard Operating Procedures (SOPs), company policies, payment controls, risk controls, and applicable compliance requirements, including KYC, AML, and Responsible Gaming policies.
Maintain the confidentiality and security of player information, transaction data, and company information.
Participate in team meetings, training sessions, operational briefings, and process updates.
Perform other related duties and responsibilities as assigned by the Senior, Team Leader, or Manager.

Qualifications
Bachelor's degree holder.
Experience in payment operations, customer support, fraud monitoring, or financial services is an advantage.
Basic knowledge of payment processing, KYC, AML, and fraud prevention principles.
Good analytical and problem-solving skills.
Strong attention to detail and accuracy.
Good communication and teamwork skills.
Proficient in Microsoft Office, particularly Excel.
Ability to work in a fast-paced environment and handle multiple tasks while meeting service level agreements (SLAs).

Pay: Php20,000.00 - Php22,000.00 per month

Work Location: In person