Fraud Contact Centre Agent

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

Our journey at Betway Africa started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 1000+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology. 

Who we’re looking for

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway Africa, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We’re building experiences that wow our customers – and that starts with bold, curious people who want to do work that matters.
If you’re hungry to grow, excited by impact and ready for a challenge that will supercharge your career, this could be your moment.

As our Fraud Contact Centre Agent, you’ll play a key part in delivering best‑in‑class fraud detection, prevention and customer support, getting hands-on with identifying suspicious patterns, trends, and anomalies across the customer journey that fall outside normal behaviour. You’ll assist customers with fraud‑related queries, provide clear guidance when concerns are raised, and help protect their accounts with empathy, accuracy and urgency.

You’ll also monitor and review high‑risk transactions, investigate potential fraudulent activity, and report findings to relevant stakeholders. Collaboration with internal and external partners will be key as you recommend and champion best practices that strengthen our fraud‑mitigation strategy. Your drive and ideas will help us move faster, improve smarter, and stay ahead of the game.

What you’ll do

You’ll take ownership of work that gives us our competitive edge, including:

• Proactively monitor player activity, transactions, and account behaviour for potential fraudulent patterns, suspicious activity, or policy breaches.
• Respond promptly to all incoming fraud-related queries from players across all communication channels including calls, live chat, email, WhatsApp, and social media.
• Strive for first‑contact resolution while ensuring all actions align with fraud prevention and regulatory requirements.
• Conduct initial investigations on reported or flagged suspicious cases, including identity fraud, payment fraud, chargebacks, bonus abuse, and multi‑accounting.
• Accurately record all findings, evidence, and communication in the fraud management system.
• Ensure all cases received during the shift are actioned within agreed SLAs and completed before handover.
• Correctly escalate complex fraud cases to Senior Fraud Agents, Fraud Specialists, or Risk & Compliance teams when required.
• Liaise with Floor Managers and other internal departments to resolve cross-functional cases.
• Provide clear, accurate, and structured handovers for ongoing investigations.
• Follow internal fraud protocols, AML procedures (including KYC/EDD checks), and regulatory requirements across all African markets where Betway operates.
• Ensure all communication with players adheres to company policy, responsible gambling standards, and compliance frameworks.
• Maintain strict confidentiality of all sensitive player information.

This list covers your core responsibilities – with plenty of room to stretch, explore and take on new challenges as we grow.

What you’ll bring

You’re someone who brings:

• Clear, confident communication (written and verbal), and the ability to breakdown complex ideas
• A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals
• Strong organisational skills and the ability to manage multiple projects without dropping the ball
• Exceptional attention to detail and a commitment to high‑quality work
• Adaptability – you stay sharp, productive and positive in fast‑moving environments
• Familiarity with fraud prevention issues and suspicious transaction monitoring systems
• Minimum 2 years’ experience in a customer services role
   

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

What you’ll get back

We invest in your growth and wellbeing, so you can bring your best:

• Supergrowth is real here. Our learning and development programmes give you the tools, training and opportunities to level up fast.
• Your progress matters. Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career.
• Support that has your back. Our Employee Assistance Programme offers resources for you and your family.

Ready to feel superclass?

At Super Group, your experience matters. We’re honest, fair, and focused on helping you succeed – and your work will have real impact from day one.

Game on!

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.