Finnish Speaking - Operations Agent

Operations Agent At Rhino Entertainment

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 casesdelivering top-tier service that aligns with our commitment to responsible, player-first operations.

No two days are the same in this roleand 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