Responsible Gambling Specialist

3 months ago

Century City, 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 self-motivated and pro-active.
- Impeccable problem-solving skills and the ability to work independently and think outside the box.
- 6 months experience within the company.

**_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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