Finnish Speaking - Operations Agent

Saint Julian's, Malta Island
Permanent
Full-time

2 months ago
Apply easily

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

Requirements

Fluent in written and spoken Finnish and English
Previous experience in iGaming operations, payments, KYC, or fraud/risk roles is highly preferred
Analytical and problem-solving skills
Acquires high levels of adaptability and flexibility

Demonstrated ability to work well under pressure and multitask
Strong organisational and time management abilities
Passion for delivering an outstanding customer experience
Collaborative mindset, with the ability to work effectively within teams and across departments
Willingness to work shifts

BenefitsWorking for Rhino includes plenty of perks.What we offer:

Competitive salary based on your knowledge & experience
Quarterly performance bonus split on personal objectives and company performance
€500 Yearly Wellness & Mindfulness allowance to support an active lifestyle
Flexibility & a work-life blend through our Hybrid & Overseas Working guidelines
Diverse, dynamic, fun environment with happy and helpful colleagues
Learning & Development opportunities to invest in your personal development
Fresh fruit, healthy snacks & food are available at the office everyday - and of course, good tea & coffee
Free parking, table tennis, lounge area, plenty of meeting rooms and sea views at our ergonomic office
Regular social events to strengthen long lasting relationships
Enjoy a “Me Day” on your birthday
Paid time off, including extra days for special life events
AXA Private Hospital & Dental Insurance Coverage
Form an active part of our talent acquisition, with our Referral Bonus
And to top it off, a great culture!

Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career! 🎉Our StoryRhino Entertainment Group is a fast-growing online gaming operator that was founded in 2020. Winner of the EGR Rising Operator of the Year Award 2023 and iGaming Idol Employer of The Year Award 2023 and is a company which operates a multi-brand strategy. Rhino group is committed to providing its players with the best possible gaming experience supported by a cutting-edge gaming platform.Our Culture“We are a community of passionate, committed, driven and fun-loving people who are united by a shared mission to deliver world-class entertainment to our players in a vibrant and dynamic environment. Our culture identity is rooted in our curiosity, our sense of community and unwavering drive for success. We cherish each person’s unique qualities and contributions, and we encourage our team members to take ownership, think creatively, find solutions and enjoy the process of achieving our goals!”DEIBWe are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process.How We WorkAt Rhino we very much believe in supporting flexible working arrangements! By blending working from our vibrant offices and using the latest tech to work from home, through our Hybrid Working environment, we firmly believe that we can create an effective, balanced, and collaborative working experience to help us achieve our goals!

Rhino Entertainment