Risk Complaints Manager - iGaming

Our client is an innovative and rapidly growing player in the global online entertainment industry. As they launch their cutting-edge platform from their new Toronto office, they are committed to building a foundation of trust, integrity, and operational excellence. They will be providing our state-of-the-art gaming solutions to both individual players (B2C) and business partners (B2B). They are looking for a foundational member of the team to help shape a secure and fair gaming environment for all the users in Canada.

Job Summary:

The Risk Complaints Officer is a pivotal hybrid role responsible for investigating and resolving escalated customer issues while simultaneously identifying and mitigating associated risks. you will be the central point of contact for complex complaints from players, ensuring every case is handled in a timely, fair, and compliant manner according to Canadian regulatory standards. Your insights from these investigations will be critical in strengthening internal controls, improving the product, and protecting the business from fraud, bonus abuse, and compliance breaches.

This role requires a unique blend of investigative prowess, exceptional communication skills, and a deep understanding of the Canadian online gambling regulatory landscape.

Responsibilities:

• Serve as the primary escalation point for all high-level complaints from players that cannot be resolved by frontline customer support.
• Conduct thorough, impartial investigations into a wide range of issues, including payment disputes, account restrictions, technical problems, responsible gaming concerns, and bonus award queries.
• Manage the end-to-end complaints process, from initial ticket assessment and evidence gathering to final resolution and communication.
• Liaise directly with players and B2B partners via email and phone, employing strong de-escalation and negotiation skills to reach satisfactory outcomes.
• Draft clear, concise, and professional final response letters, ensuring all decisions are well-documented and justified in line with company policy and regulatory requirements.
• Act as the companys representative in disputes escalated to third-party arbitrators or regulatory bodies, such as iGaming Ontario (iGO).
• Analyze complaint data to identify trends, patterns, and root causes of recurring issues.
• Assess individual complaints for underlying risks related to fraud, anti-money laundering (AML), multi-accounting, collusion, or bonus abuse.
• Collaborate closely with the Fraud and Payments teams to review player accounts, transaction histories, and gameplay to inform complaint resolutions.
• Provide actionable feedback to internal departments (e.g., Product, Tech, Marketing) on how to prevent future complaints and mitigate identified risks.
• Ensure all complaint handling procedures are fully compliant with the standards set by the Alcohol and Gaming Commission of Ontario (AGCO) and other applicable Canadian provincial regulators.
• Maintain meticulous and accurate records of all complaints, investigations, and communications for auditing and reporting purposes.
• Assist the Risk Manager in developing and refining the company's official complaints handling policy and internal procedures.
• Stay current with all changes in Canadian gaming regulations, particularly those related to consumer protection and dispute resolution.

Requirements:

• 2-4 years of experience in a relevant role within the online gambling/iGaming industry is essential.
• Direct experience in one or more of the following areas: escalated customer support, payments, fraud analysis, risk management, or compliance.
• Demonstrable knowledge and experience with the regulated Canadian iGaming market, particularly the rules and standards of the AGCO and iGaming Ontario.
• Proven experience in handling complex and sensitive customer complaints and disputes.
• Familiarity with AML/CTF principles and the role of FINTRAC in the Canadian context is highly advantageous.
• Bachelors degree or equivalent professional experience.
• Must be able to work full-time from our office in Toronto.
• A natural curiosity and the ability to conduct detailed, evidence-based investigations.
• Superior written and verbal communication skills, with the ability to convey complex information clearly and empathetically to different audiences (players, business clients, regulators).
• The ability to remain calm and professional while managing difficult conversations and finding common ground.
• Strong ability to analyze case details, identify inconsistencies, and spot trends in data.
• Meticulous approach to documentation, record-keeping, and reporting.
• A proactive and solutions-oriented approach to resolving issues in a way that is fair to the customer and protects the business.
• As part of a new operation, the ability to work independently on your caseload while collaborating closely with colleagues in an office setting is crucial. You will be instrumental in building processes from the ground up.
• A strong ethical compass and the ability to handle confidential information with the utmost professionalism.

What is on Offer:

• A competitive salary and comprehensive benefits package.
• A unique ground-floor opportunity to join a growing international company and make a significant impact on its Canadian operations.
• A dynamic, collaborative, and fast-paced in-office work environment.
• Significant opportunities for professional development and career progression as the company expands.