Purpose of the role:
Reporting to the Safer Gambling Team Leader the role holder will act as part of the Player Protection ensuring that Compliance and know your customer obligations (KYC) are being adhered to throughout all jurisdictions covered by the company.
Key Responsibilities / Duties:
- Have a deep understanding of procedures for the alerts and reports handling and follows them up to the highest Quality Standards
- Is aware and adapts quickly to the changes to processes and procedures as they occur
- Completes all the needed reports and real-time alerts in a timely manner as per the SLA’s set
- Sends out the emails relevant to given processes following templates and procedures provided
- Seeks coaching and guidance from more experienced colleagues to improve understanding of the Safer Gambling policies and procedures in place
- Escalates situations if they are unsure or require support
- Updates VC Portal with correct Comment string and Enigma codes
- Assesses the behaviours and escalates through the Kanban board process accounts that need further review, EDD Referral or a Safer Gambling call from Player Protection Officers
- Monitors the systems for previously excluded customers attempting to access the facilities to ensure compliance with the Self Exclusion processes
Key Working Relationships:
- Key relationships with the Compliance team, Enhanced Due Diligence Payments & Security Team, Contact Centre
- Working closely with the Player Protection Team Leader to ensure consistent approach in work practices
Person Specification, Skills, Experience & Qualifications:
- Quick learner and versatile
- A well organised individual able to prioritise and multi-task
- Eye for detail
- Flexible and reactive to change
- Sound work ethic, able to work as part of a team and alone
- Be able to handle pressure
- Strong communication skills and high level of written and spoken English
- Computer literate
- Previous experience of working in a Safer Gambling/ EDD environment would be an asset
- Previous industry experience preferred
Working Hours
- 40 Hours per week to suit the needs of the business
- Will include weekend, evening, and night work to cover a 24/7 rota