Responsible Gambling Specialist

2 weeks ago


Century City, Western Cape, South Africa White Hat Gaming Full time
Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base.

Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features.

We hire experienced top talented people which enables us to offer exceptional business services while enjoying a "work hard play hard" engaged environment.


Purpose of the Role:


The incumbent will be the point of contact for all Responsible Gambling queries, particularly as it relates to the UK, ROW and Ontario Markets; and ensure that all compliance and operational objectives in this regard, are met whilst on shift.


Key Responsibilities:

  • Manage workflow, resources and ensure that queries are dealt with within the guidelines of
- our Responsible Gambling Policy

  • Handle all Responsible Gambling chats for the various markets and take the appropriate
- action, in accordance with our internal Policies and Procedures

  • Review and address Survey Responses timeously
  • Assist Language Support and Senior Support Hosts with any Responsible Gambling queries
- they deal with

  • Provide guidance to Team Leads and Hosts in relation to Responsible Gambling queries
  • Manage Slack and provide assistance relating to responsible gambling queries to Licencees as
- well as our extended team in Malta

  • Escalate refund requests/ complaints, as they relate to Responsible Gambling, to the
  • Complaints Team and extended Global Teams
  • Inform the Responsible Gambling Specialist Team Lead of any Responsible Gambling trends/
- issues that arise

  • Peer to peer assessments
  • Adhoc duties
  • Sound knowledge of the Responsible Gambling Policy, as it relates to the various markets, as
- well as a keen understanding of the Processes and Procedures as it relates to these markets
- are imperative

  • Excellent attendance and disciplinary record
  • Must be selfmotivated and proactive
  • Impeccable problemsolving skills and the
  • Ability to work independently and think outside the box

_ Moonspin is committed to transformation and redressing of past inequalities. Our employment __equity goals will be taken into account in our selection process_

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