About G2 Digital
G2 Digital is the online gaming division of G2 Gaming and the team behind Vegas Club Casino, our real‑money online casino brand. Built by industry experts across land‑based and digital gaming, we focus on delivering exceptional, player‑first online casino experiences.
We design and operate regulated digital gaming platforms that combine intuitive design, engaging content, and trusted technology. Our mission is to create seamless, entertaining, and secure online gaming environments grounded in responsible gaming and the highest regulatory standards
Role Overview
The Customer Operations Associate plays a central role in protecting the integrity of our platform while delivering outstanding support to players. This is a hands‑on operational role that blends customer service, fraud prevention, payments operations, and regulatory compliance in a fast‑paced environment.
This role must be performed physically within New Jersey and primarily supports operations for the NJ market. As the company grows and enters additional regulated jurisdictions, the Associate may also support operational needs for new markets in alignment with expansion plans. Shifts rotate monthly between morning and evening schedules, and weekend availability is required.
What You’ll Do
Player Support & Experience
- Deliver high‑quality support to players across email, live chat, and phone, ensuring every interaction is handled with professionalism, clarity, and empathy.
- Resolve account, payment, gameplay, and technical issues by taking ownership of each case and guiding players through solutions.
- Maintain accurate, detailed case notes in the CRM to ensure full visibility and continuity across teams.
- Identify situations requiring deeper investigation or regulatory review and escalate them promptly to the appropriate Associates.
Fraud Monitoring & Risk Management
- Monitor real‑time player activity to detect fraud, bonus abuse, account takeover attempts, and other risk behaviors in the market.
- Conduct thorough investigations using internal tools, risk platforms, and transaction‑monitoring systems to validate player behavior and protect platform integrity.
- Take decisive action on accounts—including holds, verifications, and closures—in accordance with internal policies and jurisdiction-specific regulations.
- Contribute to the evolution of fraud‑detection rules, workflows, and best practices by sharing insights and identifying emerging patterns.
Payments & Transaction Operations
- Process deposits, withdrawals, chargebacks, and disputes with precision, ensuring timely and accurate handling of all financial transactions.
- Perform KYC/AML checks and verify player documentation to meet regulatory and internal compliance standards.
- Assist in troubleshooting failed transactions, resolve anomalies, and ensure smooth payment flows.
- Maintain organized, audit‑ready records of all payment actions to support compliance, reporting, and internal controls.
Regulatory Compliance & Reporting
- Operate in full alignment with NJDGE requirements, ensuring every action meets regulatory expectations.
- Support mandatory reporting processes, including internal suspicious activity reports (ISARs), fraud logs, and responsible‑gaming escalations.
- Uphold strict confidentiality, data‑protection standards, and secure handling of sensitive player information.
Cross‑Functional Collaboration
- Partner closely with Marketing, Compliance and Product teams to resolve issues and enhance operational workflows.
- Provide actionable insights on recurring player issues, platform friction points, and opportunities to improve the overall player experience.
- Participate in ongoing training, contribute to internal knowledge bases, and help strengthen operational excellence across the team.
Required Qualifications:
- Experience in online gaming operations, fraud prevention, payments, or high‑volume customer support.
- Proven ability to operate in a fast‑paced, highly regulated environment while maintaining exceptional attention to detail.
- Strong analytical skills with the ability to identify behavioral patterns, detect anomalies, and make sound decisions under pressure.
- Excellent written and verbal communication skills, with the ability to explain complex issues clearly and professionally.
- Flexibility to work rotating shifts—including evenings, weekends, and holidays—as required in 24/7 gaming operations.
- Must be a current New Jersey resident and able to work on‑site in NJ.
Preferred Qualifications:
- Minimum 2 years of experience in online casino operations or a closely related area (fraud, payments, risk, or customer operations).
- Hold a New Jersey Casino License.
- Knowledge of NJDGE regulatory frameworks.
- Familiarity with KYC/AML processes, chargebacks, and risk‑management tools.
