Latest Vacancies at betBonanza

A fantastic opportunity for an ambitious and hard-working individual to join our fast-growing international gaming company to assist provide excellent service to our valued customers.

The Customer Support Agent will be responsible for assisting both betBonanza online and retail customers via the company’s authorized communication channels.

Job description:

• To always be up to date with betBonanza business product portfolio and ongoing promotions.
• To monitor competitor activity and maintain a good knowledge of their offering.
• To communicate important feedback and complaints from customers about business issues to Customer Support Manager and Superiors immediately as they become known.
• To show initiative in providing ideas for processes improvement in Customer Support department, as well as general improvements for the company, based on own experience at work and customer feedback.
• To provide support to the Customer Support Manager on Online related or other tasks as required.
• Escalate inquiries beyond scope of work to Customer Support Manager and other Superiors where necessary.
• Work in shifts according to the provided schedule – 40 hours per week.
• Answer customer queries without a delay, in good quality and grammatically correct English language, politely and friendly. In exceptional cases, if customer’s preferred language is Yoruba, Hausa, Igbo or other local languages, which Customer Support Agent knows well, it is allowed to use that for answering customer.

go to method of application »

The Risk and Payment Executive reports to the Team Lead, Risk and Payment or other assigned Superior.

This Position is responsible for checking and confirming our customer’s incoming and outgoing payments, checking gaming transactions and patterns, and controlling them for any fraudulent activity whilst ensuring that betBonanza retains its ability to transact freely and efficiently with our customers.

Responsibilities:

• Monitor account registrations, deposits and withdrawals
• Review customer withdrawal requests accurately, in a timely and error-free manner, by doing all the necessary customer account detail, deposit and transaction checks required for confirming withdrawals for processing.
• Review customers’ deposits and deposit attempts and take the necessary steps for releasing transactions stuck in a system.
• Consulting and escalating Every fraudulent act or activity spotted to the Fraud and Risk analyst for further checks and resolution.
• Review of customer documentation and KYC checks in line with policy, and review and verify customer documents for authenticity.
• Ascertain any fraudulent transactions and accounts are spotted early to minimize the risk to the company (which should be forwarded to the Fraud and Risk analyst for further checks).
• Investigate and resolve issues related to money transfers, and communicate with the Finance team to solve customer problems in the most efficient way.
• Follow up on any payment-related issues or customer queries proactively.
• Initiate supporting improvements to the Payments and Risk functions in the department.
• Recognize subtle patterns of fraudulent activity and communicate them to the team. 
• Review financial and player activity with the aim of minimizing the financial risk to the business.
• Strictly follow procedures, as well as contribute to identify system and processes improvements and contribute to procedure improvement.
• Reactively and proactively conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity.
• Investigate suspicious alerts (internal & external) with proper analysis and follow-up.
• Keep aware of active bonus campaigns and their vulnerabilities assuring that vulnerabilities do not manifest into business losses through diligent oversight of the customer base.
• ·Proactively find players whose main purpose is gaining financial benefit from bonuses (rather than normal gameplay for entertainment purposes) and applying appropriate processes to resolve the issue.
• Performing checks on customers and requesting the relevant KYC documents in compliance with any regulatory governing bodies and based on determined customer risk level.
• Work in shifts according to the provided schedule – 40 hours per week.