Customer Intelligence and Responsible Gaming

3 weeks ago

Century City, South Africa White Hat Gaming Full time

**Purpose of Role**:
We are looking for someone enthusiastic with great customer service skills to join our Customer Intelligence and Responsible Gaming team in Cape Town.

**Duties and Responsibilities**:

- Manage workflow, resources and ensure that queries are dealt with within the guidelines of state specific regulations and our Social Responsibility Policy.
- Handle all Responsible Gambling escalations and take the appropriate action, in accordance with our internal Policies and Procedures
- Provide support according to internal Policies and Procedures, in relation to additional checks, self-exclusions and self-exclusion reactivations
- Monitor and review follow-up cases on a daily, weekly and monthly basis.
- Escalate complex cases with recommendations to senior management
- Adopt a solution-focused approach to assist vulnerable players
- Recommend changes and/or amendments to responsible gambling operational activities and processes, in accordance with state specific regulations
- Monitor alerts for customers hitting RG or CI triggers and confirm players receive appropriate interactions
- Identify customers requiring advanced due diligence
- Use open sources to create player profiles when necessary
- Maintain existing customer profiles
- Analyse player gameplay to identify issues of problem gambling
- Monitor player accounts where responsible gambling concerns have been identified
- Assist other departments with their concerns around customer behaviour
- Report any RG trends/ issues observed to the Compliance Operations Manager
- Investigate escalated complaints and non-conformance issues
- Assures ongoing compliance with quality and industry regulatory requirements
- Maintain compliance with all company policies and procedures
- Ensures the effective management of complex complaints ensuring prompt escalation to management and the delivery of fair outcomes
- Assists with complex complaints responses in conjunction with the Legal Department and prepares written responses to Regulatory Disputes
- Develops and monitors corrective and preventive actions where required
- Comply with reasonable requests from line manager

**Requirements**:

- Previous Customer Service/ Sportsbook/ Responsible Gambling experience with US Sportsbook advantageous
- Experience in working in risk & fraud mitigation function and in-depth understanding of the compliance and/or CFT procedures. (Preferably in the sports betting, gaming, or online gambling industry)
- Extensive knowledge of Anti Money Laundering Regulations and Responsible Gaming
- Excellent analytical and critical-thinking skills, with the ability to assess tasks, interactions objectively and identify areas for improvement
- Exceptional communication and interpersonal skills, with the ability to provide constructive feedback, as well as recommendations on best practices
- Strong attention to detail and accuracy in evaluating customer interactions and performance metrics
- Have a keen willingness to learn and strive to improve business operations whilst prioritizing player protection
- Are a team player with a positive mindset and a flexible approach
- Possess a keen interest in understanding of regulation and compliance.
- Ability to adapt to changing priorities and work in a fast-paced, dynamic environment
- Strong organisational and time management skills, with the ability to handle multiple tasks and meet deadlines
- Flexibility to work in shifts, including evenings, weekends, and holidays, based on operational
needs
- Fluency in English is mandatory

**Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.

  • Aml Operations Analyst

    6 days ago

    Century City, South Africa White Hat Gaming Full time

    **Purpose of Role**: You will be reporting directly to the AML Operations Manager and Head of AML Operations, and the focus will be to support and assist in all AML matters. **Duties and Responsibilities**: This role will be supporting the AML Operations Manager in all matters relating to AML, for all jurisdictions. - Monitor alerts for players hitting AML...

  • Verifications Analyst

    2 days ago

    Century City, South Africa White Hat Gaming Full time

    **Purpose of the Role**: To ensure that all Verification related checks and internal checks are carried out to prevent identity fraud and ensure all SLAs are adhered to (kindly note that this is a contract role for 6 months). **Responsibilities**: process using a variety of verification and investigative tools and methodologies. - Performing initial...

  • Junior Payment Operations Analyst

    4 weeks ago

    Century City, South Africa White Hat Gaming Full time

    **Job Overview**: **Responsibilities**: - Compiling and maintaining all Payment concerns and following up on them. - Identify area of concern and escalate accordingly. - Keep a daily check on transactions. - Manage customer communication through internal tools and investigate customer concerns. - Assisting Internal team with all Deposit and withdrawal...

  • Customer Experience Consultant

    7 days ago

    Century City, South Africa BYTE ORBIT Full time

    **Skills **& requirements****: 01. WHO WE ARE LOOKING FOR: Someone with great communication and interpersonal skills 3-4 years experience as a customer experience consultant in the tech industry An understanding of FICA/AML/TF and TCF, as well as a qualification in customer experience or related industry will be advantageous A team player with critical...

  • Customer Service Consultant

    4 weeks ago

    Century City, South Africa Whitfield Property Management Full time

    **Purpose of the Role**: To improve client experience. To assist with communication between Owners and the Board of Trustees, and to assist the Owners and Body Corporates with queries as well as directing items to the relevant department for resolution. **Duties & Responsibilities**: - **Account Specific Queries**_ The Customer Service Consultant...

  • Junior Consultant

    4 weeks ago

    Century City, South Africa Mazars Careers Full time

    An opportunity exists for a motivated and passionate Junior Consultant in the Business Sustainability Division of Mazars in South Africa; an international professional services firm. You will be a part of a dynamic team based at Mazars House in beautiful Century City, Cape Town, who provides comprehensive sustainability solutions and services which inspire...

  • Student Journey Officer/customer Service Consultant

    4 weeks ago

    Century City, South Africa Educor Full time

    **Student Journey Officer/Customer Service Consultant (JB3747)**: Century City, Cape Town, Western Cape - Customer Service **Student Journey Officer/Customer Service Consultant (JB3747)** **Century City, Cape Town, Western Cape** **Market Related** **Fixed term contract** The Student Journey Officer is responsible for all administrative tasks associated...

  • Marketing Manager

    6 days ago

    Century City, South Africa Peermont Global SA Full time

    **Date**:18 Jul 2023 **Location**: Palacebet, ZA **Company**:Peermont Global (Pty) Ltd **Job Purpose** - To manage marketing of various products and service offerings for the online betting unit(Palacebet) by designing a marketing strategy, Drafting, implementing, maintaining, and revising marketing campaigns in order to drive sales and revenue of the...

  • Bond Store and Customs Supervisor- Clearing and

    4 weeks ago

    City Deep, South Africa F and G Sourcing Specialist Full time

    Our **Clearing and Forwarding Client** is currently looking for a **Bond Store and Customs Supervisor** to join their team based in **JHB, City Deep** **This is an AA/ EE Position** Must have a drivers license and own transport **Salary**:R300K - R330K per annum (Depending on experience) this includes bonus, Medical Aid and Provident...

  • Sales Team Lead

    4 weeks ago

    Century City, South Africa Preference Capital Full time

    **Key Performance Indicators (KPIs): Productivity and Quality Metrics** **About Us**: We are PREFERENCE CAPITAL (PTY) LTD, a leading financial services provider. We are seeking a dynamic and results-oriented individual to join us as a Sales Team Lead for our National Sales Centre. If you are a motivational leader with a keen eye for productivity and quality...

  • Venture Capital Sourcing Analyst Intern

    4 weeks ago

    Century City, South Africa Africarena Full time

    AfricArena is an African tech accelerator that runs Corporate Open Innovation challenges throughout the African continent. AfricArena has the privilege of operating in three key spheres that underpin Africa’s economic landscape. These being: tech startups, corporations, and investors (i.e. angel investors, VCs, CVCs and other institutional...

  • Support Agent

    4 weeks ago

    Century City, South Africa Peermont Global SA Full time

    **Date**:18 Jul 2023 **Location**: Palacebet, ZA **Company**:Peermont Global (Pty) Ltd **Job Purpose** **To provide a prompt and efficient service to both incoming and internal guest calls, ensuring Guest Satisfaction. Respond to guest questions and complaints, keeping the customer satisfaction at the core of every decision and behaviour. To be the...

  • Canal Walk Sales Assistant

    7 days ago

    Century City, South Africa Ares SA Full time

    We are 3 dynamic fast-growing, leading edge international brands in the Retail sector, based in Muizenberg, Cape Town. Ares Holdings is a holding company for Under Armour, Crocs, Birkenstock and Nucleus. Our brands are known for the great care we take of our clients and employees. **Company Values**: - We commit to the wellbeing of our team - We work with...

  • Cellular Specialist

    2 weeks ago

    Century City, South Africa The Foschini Group Full time

    **Job ID**:16251**Position Type**:Full-Time**Job Function**:Retail Stores**Workplace Type**:Stores**Division**:TFG Mobile**Province**:Western Cape**Location**:Cape Town West**Suburb**:Century City (Milnerton)Position Description: Are you passionate about our brands and would like to join a leading retailer? This is an exciting opportunity for an experienced...

  • Services Coordinator

    4 days ago

    Century City, South Africa Oona Kriedemann Full time

    Published - Aug 18, 2023 - Location - Century City, Cape Town, South Africa - Category - Business - Job Type - Full-time - Salary Type - Monthly Salary - Salary - R13500 per month **Description**: Job Specification: Services Coordinator & Billing Specialist Location: Century City **Salary**: R13 500 per month Role Overview: The Services Coordinator &...

  • Store Manager

    3 weeks ago

    Century City, South Africa The Foschini Group Full time

    **Job ID**:15713**Position Type**:Full-Time**Job Function**:Store Management & Field**Workplace Type**:Stores**Division**:Foschini**Province**:Western Cape**Location**:Cape Town West**Suburb**:Century City (Milnerton)Position Description: The Store is in need of achievement-orientated Store Manager with excellent customer service and people management...

  • Call Centre Ticketing Supervisor

    6 days ago

    Century City, South Africa Call Centre Staffing Full time

    Western Cape, Century City - R20 000 Our client is looking for an experienced Ticketing Supervisor with advanced customer service experience, people management and problem solving skills, strong analytical background, high level of GDS knowledge and of course the ability to communicate effectively with customers, team members and other partners. The...

  • Sales Executive Representative

    3 weeks ago

    Century City, South Africa Intercon Recruitment Full time

    Company based in Century City is currently seeking a professional SalesExecutive | Representative to join their team. A driven individual who has a passion for sales. Must have a database dealing with Human Resource clients or previous Training development sales experience. Salary R25 000 - R35 000 CTC plus fuel Allowance **Requirements**: Must have Sales...

  • Sales Assistant

    7 days ago

    Century City, South Africa Top Vending Full time

    **Job description** Are you passionate about sales? Do you thrive on customer interaction? At Nespresso we place people, coffee, and sustainable living at the heart of what we do, inspiring an engaging and meaningful place to work. We are seeking a passionate and dynamic Sales Assistant for our world class team who can authentically share our premium...

  • Sales Assistant

    4 weeks ago

    Century City, South Africa Top Coffee Full time

    **Job description** Are you passionate about sales? Do you thrive on customer interaction? At Nespresso we place people, coffee, and sustainable living at the heart of what we do, inspiring an engaging and meaningful place to work. We are seeking a passionate and dynamic Sales Assistant for our world class team who can authentically share our premium coffee...