Safer Gambling Analyst – Remote

7 days ago

Cape Town, Western Cape, South Africa Hire Resolve Full time R500 000 - R750 000 per year

Hire Resolve's client is urgently seeking the expertise of a Safer Gambling Analyst for a fully remote position.

Responsibilities:

  • Communicating with customers via email, chat, or phone who may be at risk of or experiencing gambling-related harm, and taking appropriate action based on current legislation and procedures.
  • Maintaining and improving internal policies and procedures designed to prevent gambling-related harm.
  • Handling escalations and inquiries from the Player Success Team concerning operational compliance processes and cases.
  • Monitoring customer communication channels and inboxes related to operational compliance to ensure service level agreements (SLAs) are met and the user experience is smooth.
  • Managing customer complaint cases during their shift.
  • Analysing customer accounts for Safer Gambling and Anti-Financial Crime concerns, identified through internal reporting or Player Success interactions.
  • Escalating cases when necessary to protect players.
  • Suggesting modifications or improvements to current Operational Compliance and Player Success processes.
  • Collaborating with Safer Gambling Management and the Head of Operational Compliance to foster a culture of Safer Gambling and excellent customer service by promoting compliance and awareness.

Requirements:

  • Minimum of one year experience in either Safer Gambling, Anti-Money Laundering or VIP.
  • Experience with calling customers.
  • Experience with having difficult conversations with customers whilst remaining calm and objective-focused.
  • Ability to work with a number of stakeholders within the business to reach an appropriate decision regarding customer accounts.
  • Previous experience in delivering excellent customer service.
  • Experience in dealing with a regulated market in the iGaming industry or a similarly strict regulated industry would be beneficial.
  • Previous experience in either Safer Gambling, Anti-Money Laundering or Anti-Fraud may be beneficial.
  • Previous experience dealing with "Know Your Customer" KYC processes is desirable but not essential.

Contact Hire Resolve for your next career-changing move.

  • Our client is offering a highly competitive salary for this role based on experience.
  • Apply for this role today, contact Adrienne Steyn at Hire Resolve on [email protected] or on LinkedIn
  • You can also visit the Hire Resolve website:  or email us your CV:  [email protected]

We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.

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