Supervisor - Verifications (Overnight)

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

The Verifications Supervisor (Overnight) will be responsible for overseeing a team of associates to ensure efficient, accurate, and compliant onboarding of our customers.

This role is all about making sure we really know who our customers are — verifying identities, understanding risks, and keeping us compliant with compliance regulations, all while assisting our customer through the onboarding experience and beyond. It’s also about ensuring the smooth and efficient running of our operations, ensuring all team members are trained, monitored and confident in their roles.

The ideal candidate will be capable of making well-informed decisions on customer accounts, managing risk and putting appropriate mitigation measures in place.

Key Responsibilities:

• Ensure operational excellence covering a 24/7/365 schedule (this includes weekends)

• Act as an escalation point and Subject Matter Expert for the team

• Aid the team to deliver daily tasks and objective

• Communicate with customers to request information, provide support and complete investigations

• Working closely with Risk, Compliance and Customer Support teams to ensure KYC requirements are met

• Escalate suspicious activity or unusual findings

• Stay up to date with AML/KYC regulations, policy updates, and best practices

• Contribute and initiate team projects

• Supervise and manage daily operations of the team, ensuring tasks are completed efficiently and effectively.

• Motivate Team Members to perform at their best, fostering a positive work environment.

• Provide Training, guidance and support to team members, helping them develop their skills and improve performance.

• Monitor Performance by tracking team progress and performance, providing constructive feedback and coaching as needed.

• Liaise with team management and key stakeholders, reporting on progress and addressing any issues that arise.