Customer Intelligence and Responsible Gaming

2 weeks ago

Cape Town, 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._

  • Promotion Manager

    2 days ago

    Cape Town, South Africa Initiate international Full time

    Your key **job** responsibilities as the **Promotion Manager (Africa)** in **Cape Town** will include: - Be the main point of contact for promotion needs in the African division within the company, duties such as but not limited to creating and executing promotion campaigns, reviewing their performance and players’ traction to ensure promotions...

  • Senior Account Manager

    3 days ago

    Cape Town, South Africa Initiate international Full time

    We have an exciting new career opportunity for a **Senior Account Manager** to join a gaming company in **Cape Town**. They are looking for someone who is passionate, self-motivated, and detail-oriented. You will be responsible for successfully developing, maintaining and expanding all key account management activities. Does this **job** sound like the...

  • Fraud Analyst

    2 days ago

    Cape Town, South Africa White Hat Gaming Full time

    **Purpose of the Role** To ensure continuous risk management and pro-actively anticipate issues to minimize risk exposure in our gaming activities. Identify and investigate potentially fraudulent account activities and set measures in place to mitigate. You will be also involved in analyzing customer behavior. **Key Responsibilities**: - Verify all the...

  • Director of Casino

    3 days ago

    Cape Town, South Africa Initiate international Full time

    We have an exciting** job** opportunity for a **Director of Casino** to join a well-established gaming company based in **Cape Town**. You will be responsible for devising and implementing the Casino strategy, ensuring the continued growth of the Casino product and helping the company consolidate their position as a market leader in the online casino...

  • Sportsbook Customer Care Specialist

    20 hours ago

    Cape Town, South Africa Language Recruiters Full time

    Are you a passionate sports enthusiast with exceptional French communication skills? Join the ranks of a leading operator in the gaming industry as a Sportsbook Customer Care Specialist based in Cape Town. Be part of a dynamic team dedicated to delivering top-notch customer service in the exciting world of sports betting. **Responsibilities**: - **French...

  • Business Intelligence Specialist

    3 days ago

    Cape Town, South Africa Aspire Intervention Services Full time

    **BUSINESS INTELLIGENCE SPECIALIST** **MAIN JOB PURPOSE: RESPONSIBLE FOR IMPLEMENTING AND CUSTOMIZING MICROSOFT DYNAMICS 365 (NAVISION)** **KEY AREAS OF RESPONSIBILITY** Ø Implementing and customizing Microsoft Dynamics 365 (Navision). Ø Analyse client (internal and external) requirements and design solutions to align with their business needs. Ø...

  • Key Account Manager

    4 days ago

    Cape Town, South Africa Initiate international Full time

    A leading B2B solution provider for casino operators has an awesome new career opportunity for a **Key Account Manager** to join their growing team in **Cape Town**. You will be responsible for maintaining and optimising business relationships and partnerships to achieve business KPIs. If you have at least 5 years’ of experience in Account or Relationship...

  • Key Account Manager

    3 days ago

    Cape Town, South Africa Initiate international Full time

    A leading B2B solution provider for casino operators has an awesome new career opportunity for a **Key Account Manager** to join their growing team in **Cape Town**. You will be responsible for maintaining and optimising business relationships and partnerships to achieve business KPIs. If you have at least 5 years’ of experience in Account or Relationship...

  • BI Analyst

    Found in: beBee jobs ZA - 3 days ago

    Cape Town, Western Cape, South Africa Digital Gaming Corporation Full time

    Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Purpose of the Role: Reporting to the Lead Analyst, as a member of DGC's Business Intelligence (BI) department, this role provides information and analysis to the company that is timely, accurate, reliable and relevant. Our information is utilised...

  • BI Analyst

    Found in: beBee S ZA - 3 days ago

    Cape Town, South Africa Digital Gaming Corporation Full time

    Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Purpose of the Role: Reporting to the Lead Analyst, as a member of DGC's Business Intelligence (BI) department, this role provides information and analysis to the company that is timely, accurate, reliable and relevant. Our information is utilised...

  • Online Marketing Analytics Specialist

    Found in: Talent ZA 2A C2 - 7 days ago

    Cape Town, South Africa Insphired Full time

    Responsibilities:To analyse and interpret business data using data mining techniques to understand customer behaviour and make recommendations for marketing and product enhancements.Understand the companys Marketing strategy and design business intelligence reporting to support decision-making and achievement of business results.Create and apply data...

  • Supervisory Intelligence Research Specialist

    3 days ago

    Cape Town, South Africa U.S. Department of Justice Full time

    Summary TOUGH WORK. VITAL MISSION. Challenge yourself! You have the power to help combat drug trafficking. Be a part of DEA! It's tough work, but a vital mission. Whatever your background or expertise, your work at DEA will be tremendously rewarding because it will have a daily impact on national security and the quality of life of all Americans. This job...

  • Digital and Social Intelligence Director

    5 days ago

    Cape Town, South Africa Ogilvy South Africa Full time

    Ogilvy Social.Lab is setting global benchmarks in digital marketing and is driven by offering our expertise to both local and international clients through a multi-market footprint. We have enabled 'borderless ways of working', operating as connected teams and providing Creative, Content, Media and Intelligence capabilities to Ogilvy agencies and clients in...

  • Affiliate Program Manager

    4 days ago

    Cape Town, South Africa Initiate international Full time

    Our client is looking for an **Affiliate Program Manager** to join their team in **Cape Town** and immerse yourself in the dynamic world of online betting. As a key player in our client’s organization, you’ll have the opportunity to drive innovation and shape the future of affiliate marketing within the gaming industry. They are seeking a driven...

  • Content Marketer

    1 week ago

    Cape Town, South Africa Initiate international Full time

    Are you a **Content Marketer** looking for an exciting new challenge? We have a great career opportunity for you to join a leading online sports betting platform at their offices in **Cape Town**. You will be responsible for creating and executing the content, CRM and promotional plans, ensuring that it supports the overall marketing strategy. If you are...

  • Business Intelligence Manager

    Found in: Talent ZA 2A C2 - 3 weeks ago

    Cape Town, South Africa Red Ember Recruitment Full time

    Red Ember Recruitment is looking for a Business Intelligence Manager based at the client in Somerset West Design, develop and maintain data architecture, data pipelines, data warehouses and businessintelligence solutions.Ensure data quality, integrity, availability and security is maintained across all data sources.Optimise the performance of data warehouse,...

  • Journeys & Automations Specialist - Gaming

    5 days ago

    Cape Town, South Africa Initiate international Full time

    We have an amazing new career opportunity for a **Journeys & Automations Specialist **to join a results-driven dynamic international organisation and work **remotely in South Africa**. You’ll be responsible for the management, reporting, optimisation, and implementation of the automated client lifecycle and journeys. With clients globally, this company...

  • Customer Service Associate

    1 week ago

    Cape Town, South Africa Initiate international Full time

    Are you passionate about sports and fluent in French? Do you thrive in a dynamic and fast-paced environment? Join our team in Cape Town as a Customer Service Associate specializing in French support for our exciting sports betting platform! **Responsibilities**: - **French Language Support**: - Assist French-speaking customers with inquiries,...

  • Chief of Staff

    20 hours ago

    Cape Town, South Africa Initiate international Full time

    We have an exciting new career opportunity for a **Chief of Staff** to join an international online gambling operator at their offices in **Cape Town**. You will report directly to the CEO and work closely with the executive team, ensuring the efficient and effective execution of organisational priorities. If you have excellent leadership, communication, and...

  • Business Intelligence and Data Integration

    3 days ago

    Cape Town, South Africa BVSA Group Full time

    BVSA Konsult, a leading accounting and financial services firm, is seeking an experienced Business Intelligence and Data Integration Specialist to join our team. If you have a passion for leveraging data and technology to drive business insights, this is the perfect opportunity for you. **Responsibilities**: - Develop and maintain business intelligence...