Customer Support - Payments Agent

Risk, Fraud & Payments Newcastle upon Tyne, Tyne and Wear


Position at LeoVegas UK



You will be joining a new, dynamic team in the UK. Working together towards the same goals, ensuring the companies and customers needs are met in a timely and positive manner.


We are a big organisation and you will help in the running of this, by being responsible for payouts, verification of customers and supporting other departments such as AML & Fraud. By working between departments you will be given first hand exposure to different tasks.



You can expect to be involved with other adhoc tasks that may arise during the day such as in depth analysis of certain accounts where we require gaming history checks, the review of documents and account activity as well.


We want to be there for our customers, so this role is 365 days a year with varying shift patterns covering day and night shifts. Details to be discussed during the interview.  



        Managing customer withdrawals in a timely manner;

        Analyse and verify KYC documentation in accordance to internal policies and procedures;

        Handle and solve issues in relation to missing or failed transactions;

        Liaise with internal departments on a daily basis, ensuring that any escalations made are optimally handled so as to ensure the best service to our customers;

        Liaise with Payment Service Providers to ensure the smooth resolution of payment related queries;

        Identify any fraudulent activity in relation to document authenticity or customer transactions;

        Ensure that any suspicious cases of Money Laundering are escalated to the AML team;

        Be responsible for processing, debiting and crediting of funds according to internal processes;

        Monitor PSP balances and request balance top-ups, whenever necessary;

        Monitor customer account activity, to identify & mitigate potential fraudulent activity;

        Perform checks on customers and request the relevant KYC documents in compliance with regulatory governing bodies;



        Ability to work closely with other departments internally across different geographical locations;

        Willingness to learn, possess a can-do attitude and be a part of a dynamic fast-growing company;

        Ability to multitask and successfully operate in a fast paced, team environment;

        Must adapt well to change and successfully adjust priorities as needed;

        Excellent organizational and communication skills;

        Meticulous, takes initiative and possesses good analytical skills;

        Ability to meet deadlines on a day-to-day basis and have good time management;

        Ability to work well with others and be a team-player;

        Good knowledge of Microsoft Office.


At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1400 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 11 offices worldwide.



        Hybrid work policy

        4 weeks of Workation (T&C apply)

        28 days paid leave + public/bank holidays in England

        Matched pension contributions up to 6%

        BUPA healthcare which covers pre-existing conditions plus a cash-back plan to support with dental, optical & other treatments

        250 GBP  wellness contribution annually  (T&C apply)

        Free onsite parking and complimentary snacks and drinks. We also serve breakfast on Mondays and lunch on Fridays.

        Team and office social events throughout the year, which also include a quarterly team budget

        Enhanced parental leave


In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

Would you be a good fit for the Leo Pride - give us a roar!