KYC Customer Service Representative

KYC Customer Service Representative

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

We have an exciting opportunity to join our PTS Support team in Manila and are currently looking for a KYC Customer Service Representative to join the team.

The KYC Customer Service Representative is responsible for verifying the customer’s identity, reviewing the pending prize redemptions, identifying hacked and compromised accounts, and providing customer support for PTS related concerns.

The Team is expected to effectively use various tools in completing their reviews and to inform the Shift Leads of any concerns they encounter while working on their tasks.

The Team is expected to participate in personal and professional development to keep skills and abilities up to date.

Key responsibilities will include:

• Verify customer identities and review pending prize redemptions.
• Identify and handle hacked or compromised accounts.
• Conduct duplicate and multiple account reviews.
• Provide support to other teams regarding verification and redemption concerns.
• Maintain knowledge of internal and external processing systems for high-quality reviews.

What you will bring to the role:

• Experience in KYC, fraud detection, or account verification preferred.
• Customer service experience with strong communication and problem-solving skills.
• Strong attention to detail and analytical skills.
• Ability to use multiple tools and systems for account verification.
• Excellent communication and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.

We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion. Any changes to our remote work arrangement will be communicated with ample notice.

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

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