This vacancy is now closed

Customer Service
Employment type
Closing date

Purpose of the role:  

Reporting to the Due Diligence Team Leader the role holder will act as part of the Due Diligence Team ensuring adherence to 'All' gambling licensing objectives and know your customer obligations (KYC). Dealing with Key documentation from initial KYC to EDD High level requirements, completing daily controls, full account reviews, reports and incoming alerts to assist in our customers end to end journey. 

 Key Responsibilities / Duties: 

  • Understand and adhere to Due Diligence policies and processes with directives from the AML Team and consideration on potential safer gambling concerns. 
  • Responsible for maintaining departmental records including process documents, validated documents (as applicable), and results of account reviews with rationale for decisions made.  
  • Verification of customer-provided documentations, i.e., ID and POA, SOW and SOF. 
  • Initiating emails/phone calls to request for source of funds, source of wealth documentation and further information when required.  
  • Deal with daily allocated and ad hoc tasks with accuracy and in a timely manner.  
  • Raise any potential system errors immediately in appropriate channels. 
  • Raise internal tickets for investigation for all Due Diligence outcomes. 
  • Meeting KPI's and SLA's.  

Person Specification, Skills, Experience & Qualifications: 

  • Awareness of regulatory and licensing requirements preferably in all territories but not required.   
  • Well-organised individual, able to prioritise and multi-task. 
  • Good decision-making skills with an objective mind and great attention to detail.  
  • Great communication skills. 
  • Flexible and reactive to change. (Be flexible in the Rota, changing shifts where possible to respond to the needs of the business). 
  • Understands the importance of delivering great customer service. 
  • Proactive with suggesting improvements to procedures and SOPs.  

Working Conditions: 

  • Hours will cover a shift pattern of 24/7 365 days a year  
  • 8-hour shifts with 30 minutes of breaks 
  • There will be a requirement to work extra hours during busy sporting events if necessary