Customer Intelligence and Responsible Gaming

4 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.
- Analyze 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 organizational 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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