Reporting to the EDD Manager the role holder will be responsible for leading across the Enhanced Due Diligence (EDD) team that make up the Compliance Operations team at BetVictor.
The role holders will be responsible for ensuring that BetVictor’s EDD procedures relating to the licenced functions across core business and rest of the world are followed and any potential failings are identified and remedied.
Key Responsibilities / Duties:
- Allocation of daily work tasks and supporting the officers where there is a need to maintain service levels, use of allocation sheets and shift reports.
- Ensure we are fully compliant with the GBGC and GGC LCCP. UK AML regulation and the Gibraltar Money Laundering regulations. All licencing objectives are adhered to.
- Monitor activity; improve operating efficiency and the contact handling quality. Prepare and deliver performance appraisals.
- Educate, develop, and motivate staff to meet or exceed service levels, quality and operational expectations.
- Investigate and manage potential Safer Gambling & Enhanced Due Diligence escalated cases through to resolution, ensuring compliance with the relevant legislation and regulations.
- Acting as first point of contact for escalated queries ensuring Officers are shown how to deal with such queries in the future.
- Carry out customer interactions on email, chat and telephone. These calls are of a sensitive nature with some difficult conversations, situations, and personal issues.
- Review and analyse Source of Wealth (SOW) funds/wealth documentation to ensure that customers are gambling with legitimately derived income and affordability concerns have been identified and addressed.
- Review Enhanced Due Diligence reports and make decisions as to how the business relationship can continue with the customer, thoroughly documenting the rationale behind the decision.
- Resolve escalated customer queries and completing account reviews and summaries for the EDD Managers.
- Ensure all systems are functioning and working efficiently.
- Make random checks of the contact inflow volume, quality of replies and handling time, review with the Officers individually.
- Ensure that all incoming queries are dealt with accurately and in a timely manner.
- Deputising for an EDD manager if required.
Person Specification, Skills, Experience & Qualifications:
Essential:
- Highly motivated, with strong organisational skills
- Be flexible and be able to positively react to change
- Experience of working within an EDD, SG or compliance environment; in particular, experience of reviewing and making key decisions based on customer information.
- Have at least two years’ experience in the gambling industry or comparable experience in a regulatory sector.
- A strong communicator, with excellent interpersonal skills and the ability to communicate with colleagues and external stakeholders at all levels.
- Knowledge of UK AML Laws, Gibraltar Money Laundering Regulations and GBGC /GGC LCCP’s.
- Able to handle pressure and work at pace
- Strong attention to detail
Desirable:
- Have experience of managing teams of people, coaching, and developing their skills
Working hours
- 40 hours per week including weekends and some night working