Safer Gambling Analyst

4 days ago

Cape Town, Western Cape, South Africa Hire Resolve Full time R104 000 - R208 000 per year
Hire Resolve's client is looking for a Safer Gambling Analyst to joint heir team. This part-time role will
support the Safer Gambling function within the compliance department across various shifts. You will
work three days a week with the typical work hours scheduled between 09:00 am and 23:00 pm UTC
Monday through Sunday. You will be expected to learn basic level knowledge of our Anti-Financial Crime processes, and there will be opportunities to multi-skill and gain more in-depth knowledge of other Compliance functions.

Responsibilities: 
  • Engaging with customers via email, chat or outbound phone call who may be at risk of/actively
    experiencing gambling-related harm and taking action where appropriate in line with current
    legislation, procedures and processes.
  • Uphold and add to the current internal policies and procedures in place to help prevent the onset
    of gambling-related harm
  • Dealing with escalations and queries sent by the Player Success Team regarding operational
    compliance processes/cases.
  • Monitoring the various customer communication channels/inboxes related to operational
    compliance ensures SLA is adhered to, and the user experience is as frictionless as possible.
  • Appropriately handling complaint cases that arise whilst on shift.
  • Analysing customer accounts from a Safer Gambling and Anti-Financial Crime perspective,
    flagged through our internal reporting system or picked up through Player Success interactions.
  • Escalating cases where necessary to ensure player protection is safeguarded.
  • Recommending changes or amendments to our current Operational Compliance and Player
    Success processes.
  • Work closely with the Safer Gambling Management and Head of Operational Compliance to instil
    a culture of Safer Gambling and excellent Customer Service through promoting compliance and
    awareness.
Requirements: 
  • Have excellent oral, written and verbal communication skills.
  • Fluent in native or bilingual proficiency in written and spoken English is mandatory. Additional
    languages may be beneficial.
  • 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.
  • Attention to detail with the ability to quickly assess and address cases as they arise.
  • Ability to work well under pressure in a fast-paced environment.
  • Self-motivated with the ability to work well independently or as part of a team.
  • 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.
  • Due to the difficult nature of some of our calls, a background in a call center or sales environment
    with experience working with customers to reach a mutually beneficial outcome may be
    beneficial.

How to Apply: 

If you would like to apply for this position, you may forward your CV to [email protected] 

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