Cape Town: Safer Gambling Analyst – Remote posted by Hire Resolve

Hire Resolves client is urgently seeking the expertise of a Safer Gambling Analyst for a fully remote position.

Responsibilities:

• Communicating with customers via email, chat, or phone who may be at risk of or experiencing gambling-related harm, and taking appropriate action based on current legislation and procedures.
• Maintaining and improving internal policies and procedures designed to prevent gambling-related harm.
• Handling escalations and inquiries from the Player Success Team concerning operational compliance processes and cases.
• Monitoring customer communication channels and inboxes related to operational compliance to ensure service level agreements (SLAs) are met and the user experience is smooth.
• Managing customer complaint cases during their shift.
• Analysing customer accounts for Safer Gambling and Anti-Financial Crime concerns, identified through internal reporting or Player Success interactions.
• Escalating cases when necessary to protect players.
• Suggesting modifications or improvements to current Operational Compliance and Player Success processes.
• Collaborating with Safer Gambling Management and the Head of Operational Compliance to foster a culture of Safer Gambling and excellent customer service by promoting compliance and awareness.

Requirements:

• Minimum of one year experience in either Safer Gambling, Anti-Money Laundering or VIP.
• Experience with calling customers.
• 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.
• 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.

Contact Hire Resolve for your next career-changing move.

• Our client is offering a highly competitive salary for this role based on experience.
• Apply for this role today, contact Adrienne Steyn at Hire Resolve on *****@*****.co.za or on LinkedIn
• You can also visit the Hire Resolve website: hireresolve.us or email us your CV:  *****@*****.co.za

We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.