Job DescriptionOur client is an international gaming technology and marketing group with offices across multiple regions, including Europe, Asia, and North America. They support and operate several well-established online gaming brands serving a global player base.Reporting to the Customer Service Manager, the Customer Service & Fraud Executive will act as a key point of contact for players, handling customer queries while also supporting fraud prevention and compliance processes. The role combines customer support with risk and transaction monitoring responsibilities.Location: Remote (Based in Malta) – St.JuliansResponsibilities:As a Dutch Customer Support and Fraud Analyst, your broad responsibilities will include but are not limited to:Respond to player enquiries via email, live chat, and phone in a timely and professional mannerProvide accurate information and resolve customer issues while maintaining a positive player experienceReview and assess deposits and withdrawals, with particular attention to fraud and risk indicatorsConduct verification and due diligence checks, including reviewing payment patterns, account activity, and communication historyFollow internal procedures and regulatory requirements, including KYC, GDPR, and account security standardsEscalate suspicious activity and raise internal Suspicious Transaction Reports (STRs) when requiredWork closely with the Money Laundering Reporting Officer (MLRO) on compliance and fraud-related mattersContribute to the maintenance and improvement of internal customer support and fraud knowledge basesCarry out ad hoc operational tasks as requiredTravel to the Netherlands for compliance training when required by local regulationsRequirements:Fluent or native-level Dutch (spoken and written)Strong communication skills in EnglishAt least 1 year of experience in a similar role within the online gaming industryGood understanding of customer support best practicesAbility to work collaboratively within a team and maintain a positive, professional attitudeProficiency in standard productivity tools (e.g. Microsoft Office, Google Workspace)Ability to manage multiple tasks and priorities simultaneouslyWhat’s in it for you?Our client offers an exciting, challenging role in a collaborative, dynamic environment. The right person will find many career growth opportunities in their company, whether you want to advance your technical skills or aspire to leadership in the future.Benefits:Wellness benefits (after completing probation)Development allowance (after completing probation)Regular company eventsFood and snacks at the officePerformance bonusWe redefine recruitment by focusing on a rich back to basics approach that focuses on genuine relationship building both with our clients and our candidates, offering a truly bespoke service that revolves around that perfect match. With global reach and equipped with profound industry insights and an extensive network, we have now earned the trust of globally recognized iGaming and fintech companies. Standing firmly as the go-to partner for these industry leaders, collaborating on numerous local and global HR projects, we take pride in our role as true lifetime partners for both our clients and candidates.
