NSUS Group Inc. Looking for Customer Relations Executive at Toronto, ON Full Time

Who are we?

Home of world Champion Daniel Negreanu, Winner of the best poker software 2021 and Guiness 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 office 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 status.

We are seeking an ambitious Customer Relations Executive to join our team in Toronto, Canada.

The successful candidate will be an important member of the NSUS Group Inc. Customer Relations team, focused on delivering the highest levels of protection possible to GGPoker customers.

Reporting directly to the Customer Relations Manager, the Customer Relations Executive is part of a team that monitors player activities, acts as an escalation point for the wider Customer Service & Fraud (CSF) team, and interacts directly with GGPoker-brand players.

We believe we’re bringing something exciting and new to the table in terms of online gaming – are you interested in playing an important role in the evolution of the world’s most exciting card game, casino game, and sports betting products?

You don’t need to be the Cincinnati Kid to join us, but someone with at least two years in the online gaming sector, matched with an ability to knuckle down and get the work done, will fit right in.

What you must be able to do:

– Customer support duties, responding to emails, live chats and directly on Social Media
– 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
– Ad hoc operational duties that may arise from day-to-day
– 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
– Ad hoc operational duties that may arise from day-to-day

What you must have:

– Excellent verbal and written communications skills in English language
– Minimum 1-year experience in a similar role (ideally in Online Poker industry)
– Knowledge of applicable customer support best practices
– A proven ability to work in a team and a positive attitude
– A high level of proficiency in modern productivity platforms (Microsoft Office, Google Suite, etc…)
– The ability to work on a number of different projects simultaneously
– Knowledge of applicable KYC, document verification and AML processes
– A proven ability to work in a team and a positive attitude

What we’d 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

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.

Job Type: Full-time

Schedule:

• 8 hour shift
• Weekend availability