Finnish Speaking Operations Agent

1 Month ago • All levels • Operations

Job Summary

Job Description

As an Operations Agent, you will play a key role in ensuring smooth, secure, and compliant player operations across all brands. You will support Finnish and English speaking customers, handling responsibilities such as KYC processing, fraud detection, and managing withdrawals. You will also contribute to ongoing process improvements and operational excellence, with a particular focus on VIP accounts and payment-related support tickets. Responsibilities include resolving time-sensitive, high-impact issues involving VIP players and escalated cases, delivering top-tier service aligned with responsible, player-first operations. This role involves supporting players via live chat and email, processing withdrawals, investigating VIP tickets and payment issues, monitoring fraud alerts, conducting KYC checks, and maintaining accurate records.
Must have:
  • Provide operational support in Finnish and English
  • Handle withdrawal processing
  • Investigate VIP tickets and payment issues
  • Monitor and investigate fraud alerts
  • Conduct KYC checks and document verification
  • Maintain accurate operational records
Good to have:
  • Analyze player behavior patterns
  • Support process improvements and training
  • Ensure compliance with policies and regulations
  • Act as a subject matter expert for tools

Job Details

As an Operations Agent at Rhino Entertainment, you will play a key role in ensuring smooth, secure, and compliant player operations across all our brands. Reporting directly to the Operations Team Lead, you will support both Finnish and English speaking customers and handle a wide variety of responsibilities. These include KYC processing, fraud detection, and managing withdrawals at all levels. You will also contribute to ongoing process improvements and operational excellence, with particular focus on VIP accounts and payment-related support tickets.

In this role, you will be responsible for resolving time-sensitive, high-impact issues involving VIP players and other escalated cases—delivering top-tier service that aligns with our commitment to responsible, player-first operations.

No two days are the same in this role—and that’s exactly what makes it so exciting!

What your role will look like :

    • Provide operational support across our brands, assisting players in both Finnish and English through live chat and email where necessary
    • Take full ownership of all withdrawal processing, including high-value transactions, ensuring swift, secure, and compliant handling
    • Investigate and respond to VIP tickets and payment-related issues, working closely with relevant teams to deliver exceptional service to high-value customers
    • Proactively monitor and investigate fraud alerts, suspicious behavior, and unusual transactional activity, escalating cases as needed
    • Conduct KYC checks, document verification, and Enhanced Due Diligence (EDD) in accordance with regulatory requirements and internal procedures
    • Handle internal alerts such as document expiry, reversal requests, and account status updates
    • Work closely with internal departments, including Customer Experience, Compliance, Payments, and Country Management to resolve complex customer cases and maintain a seamless player journey
    • Maintain comprehensive and accurate records of all operational tasks, in line with auditing and data protection standards
    • Analyse patterns in player behavior and contact trends, providing actionable insights to improve fraud prevention, withdrawal efficiency, and overall operational 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 used in fraud prevention, KYC, payments, and customer support
    • Assist with operational support for campaigns, promotions, and platform changes, including cross-functional collaboration where needed
    • Complete all assigned mandatory compliance training and remain up to date on relevant regulatory developments
    • Uphold and model the Rhino Entertainment values, fostering a positive, professional, and collaborative environment
    • Always maintain a player-first mindset, balancing great customer experiences with responsible risk management and operational integrity
    • Any ad/hoc queries required by business such as analysing customer contact trends and patterns, and providing context around these

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About The Company

Established in 2020, Rhino Entertainment is a fast-growing online gaming operator which consistently punches above its weight, with a multi-brand strategy, operating out of a number of reputable, regulated jurisdictions from which its brands serve an ever-growing number of markets. Driven by passion, hard work, and a hunger for learning, our multinational teams, based across Malta, Macedonia, Spain, and a number of other countries, have built fantastic products through which we provide value-driven and exciting online entertainment through industry-leading technologies and an unmatched customer experience.

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