Customer Intelligence and Responsible Gaming

9 months 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.

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