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

About the Role

Hire Resolve is seeking a skilled Safer Gambling Analyst to join their team as a fully remote employee. The successful candidate will play a critical role in ensuring the safety and well-being of customers, while also maintaining compliance with regulatory requirements.

Key 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.
• 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.

Qualifications

• Formal education/certifications (Bachelor’s, LLB, Matric, etc.) are not explicitly mentioned in the original job description. Therefore, this section will be skipped.

Salary & Benefits

The employer mentions that they offer a highly competitive salary for this role based on experience. However, no specific salary amount is provided.