Customer Relations Executive

1 week ago

Toronto, Canada NSUS Group Inc. Full time

**Who are we?**

Home of world Champion Daniel Negreanu, Winner of the best poker software 2021 and Guinness record holder for largest-ever online prize pool, GGPoker has taken the online poker world by storm. GGPoker launched in 2017, designed from the ground up by an experienced team of poker players who truly love the game.

From our humble beginnings, GGPoker has grown to a group of 400 people spanning the globe from our headquarters in Canada to our offices across the globe.

GGPoker holds the largest online poker market share globally, and we are looking to add talented and passionate individuals that will help us maintain being number one.

**Purpose**:
We are seeking an ambitious, driven, and tech-savvy Customer Relations Executive to join our team in Toronto, Canada.

You will work with the Customer Service & Fraud Team and report to the Customer Relations Manager.

**What you will do**:

- Help build and maintain a comprehensive Customer Support & Fraud knowledgebase
- Understand and follow various operational and regulatory processes, such as Know Your Customer (KYC), GDPR and account security best practices
- Review and assess deposits and withdrawals on a case-by-case basis with a particular focus on the risk and fraud profile (checking verification and due diligence, payments patterns and history, past activity and communication)
- Work closely with our MLRO (Money Laundering Reporting Officer) and raise internal STR (suspicious transactions report) when required
- Other duties as required

**What you must have**:

- Minimum 1-year experience in a similar role (ideally in the Online Poker industry)
- Knowledge of applicable customer support best practices
- Knowledge of applicable KYC, document verification and AML processes
- A high level of proficiency in modern productivity platforms (Microsoft Office, Google Suite, etc )
- Excellent verbal and written communication skills in English language
- Proven problem-solving skills
- Excellent organization and time management skills
- Strong communication and interpersonal skills
- Positive attitude and willingness to learn
- Entrepreneurial spirit and resourceful
- Eager to learn, achieve, grow, and succeed

**We would like you to have**:

- Strong customer service mentality
- A passion for online gaming, including poker and sports betting (or at the very least be interested to learn about them) and knowledge of the online gaming industry
- Possess a clear understanding of poker and an ability to review activity for potential fraud (i.e. collusion, soft play and chip dumping)
- Knowledge of current industry regulations and best practices

**Benefits and Perks**:

- Competitive Salary
- Annual Salary Review
- Endless snacks and drinks
- Commuter Perk - Parking pass or Presto Card
- Comprehensive benefits
- We are an equal-opportunity employer and we are committed to building a diverse, inclusive, and welcoming workplace for all. NSUS is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, NSUS will make accommodations available to applicants with disabilities upon request during the recruitment process._

**Benefits**:

- Dental care
- Life insurance

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Work Location: In person

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