Cape Town: Safer Gambling Analyst – Evenings & Weekends – Part-time posted by Hire Resolve

About the Role

Hire Resolve’s client is seeking a part-time Safer Gambling Analyst to join their team in Cape Town. This role will support the Safer Gambling function within the compliance department across various shifts, working three days a week with typical hours scheduled between 09:00 am and 23:00 pm UTC Monday through Sunday.

Key Responsibilities

• Engaging with customers via email, chat or outbound phone call who may be at risk of/actively experiencing gambling-related harm and taking action where appropriate in line with current legislation, procedures and processes.
• Upholding and adding to the current internal policies and procedures in place to help prevent the onset of gambling-related harm.
• Dealing with escalations and queries sent by the Player Success Team regarding operational compliance processes/cases.
• Monitoring the various customer communication channels/inboxes related to operational compliance ensures SLA is adhered to, and the user experience is as frictionless as possible.
• Appropriately handling complaint cases that arise whilst on shift.
• Analyzing customer accounts from a Safer Gambling and Anti-Financial Crime perspective, flagged through our internal reporting system or picked up through Player Success interactions.
• Escalating cases where necessary to ensure player protection is safeguarded.
• Recommending changes or amendments to our current Operational Compliance and Player Success processes.
• Working closely with the Safer Gambling Management and Head of Operational Compliance to instil a culture of Safer Gambling and excellent Customer Service through promoting compliance and awareness.

Requirements

• Have excellent oral, written and verbal communication skills.
• Fluent in native or bilingual proficiency in written and spoken English is mandatory. Additional languages may be beneficial.
• Experience with having difficult conversations with customers whilst remaining calm and objective-focused.
• Ability to work with a number of stakeholders within the business to reach an appropriate decision regarding customer accounts.
• Attention to detail with the ability to quickly assess and address cases as they arise.
• Ability to work well under pressure in a fast-paced environment.
• Self-motivated with the ability to work well independently or as part of a team.
• Previous experience in delivering excellent customer service.
• Experience in dealing with a regulated market in the iGaming industry or a similarly strict regulated industry would be beneficial.
• Previous experience in either Safer Gambling, Anti-Money Laundering or Anti-Fraud may be beneficial.
• Previous experience dealing with Know Your Customer KYC processes is desirable but not essential.

Salary & Benefits

Salary details are not provided.