Reporting to the Enhanced Due Diligence Team Leader the role holder will act as part of the Player Protection team ensuring adherence to Gibraltar and GB remote gambling licensing objectives and know your customer obligations (KYC).
Key Responsibilities / Duties:
- Responsible for maintaining departmental processes for Enhanced Due Diligence, HVC profiling, account reviews and validation of documents as appropriate.
- Verification of source of funds and source of wealth documentation and request further information if required
- Adherence to Player Protection policies and processes, assessment of how and when to interact including recording, reviewing and rationale for decisions made
- Follow defined processes and procedures to monitor customer activity and interact accordingly
- Be responsible for identifying customers with gambling addiction or potential gambling problems
- Ensure regulatory requirements and objectives are carried out along with company initiatives and objectives
- Monitor player activity and take preventative action if behaviour is indicative of a problem.
- Monitoring systems for previously excluded customers attempting to access the facilities
- Interacting with customers by phone and e-chat to ensure they understand the safer gambling tools available, where to find them and carry out affordability questions.
- Ensure all systems are functioning and working efficiently
- Ensure that all incoming queries are dealt with accurately and in a timely manner
Key Working Relationships:
Reporting directly to the EDD Team Leader:
- Key relationships with the compliance team, Payments & Security Team, Contact Centre,
- HVC team and Operational Excellence
- Working closely with the Player Protection Team Leader to ensure consistent approach in work practices
Person Specification, Skills, Experience & Qualifications:
- Previous experience of working in a Due Diligence environment preferred.
- Industry experience preferred
- Good decision-making skills
- A well organised individual able to prioritise and multi-task
- Eye for detail
- Flexible and reactive to change
- Able to work as part of a team and alone
- Have an objective mind and be able to make on the spot decisions
- Be able to handle pressure
- Strong grasp of written English and the ability to create and update standard interactions
- Understanding of safer gambling and problem gambling behaviour and be able to recognise signs that would indicate a customer has a gambling issue
- Able to carry out difficult calls requiring empathy and the ability to ask direct questions without embarrassment
- Confident at proposing new ideas and in a continuous improvement environment
Working Hours:
- 40 Hours per week to suit the needs of the business.
- This will include weekend, evening, and night work covering a 24/7 rota
About BVGroup
BVGroup is an online gambling operator and B2B technology solutions provider with licences in Great Britain, Gibraltar, Ireland, Germany, Malta and Ontario. The privately-owned group employs more than 650 people worldwide, with its global headquarters based in Gibraltar.Offering sportsbook, casino and bingo, BVGroup is committed to protecting customers from gambling-related harm and is dedicated to improving the gambling experience by leveraging its in-house developed technology and innovative products.