We are looking for a dedicated and passionate Responsible Gambling Specialist to join our mission of creating safer experiences and protecting potentially at-risk customers. Reporting directly to the Responsible Gambling Strategy & Operations Lead, you will play a key role in monitoring customer behaviour, identifying potential risks, and delivering impactful interventions with at-risk customers.
Working closely with our Wagering Operations teams across various locations, you’ll provide expertise, training, and guidance to ensure Responsible Gambling is embedded into every stage of the customer journey. You will also contribute to the evolution of our operational risk processes and policy, support the delivery of monthly reporting and information management, and champion a culture of compliance, care, and accountability across the business.
This a purpose-driven role where your work directly supports customer wellbeing, informs product and marketing decisions, and shapes a safer gambling environment for everyone.
What you will be doing?
o   Monitor customer behaviour to identify potential indicators of problem gambling
o   Interact with customers displaying signs of problem gambling and be the point of contact for responsible gambling (RG) related escalations
o   Assist in the development of intervention strategies for customers who may be exhibiting signs of problem gambling
o   Develop and improving RG related procedures across the business
o   Support and train our Customer Support team and other teams (based both in Australia and the Philippines) in relation to RG matters and procedures
o   Assist with the design, development, and implementation of customer operational risk processes and information management systems
o   Assist in the creation, review, and continuous improvement of RG/operational risk-related procedures and frameworks across all brands
o   Support the monthly delivery of operational statistics, providing insights into RG trends, customer risk levels, and the impact of intervention strategies
o   Ensure compliance with federal and state laws and codes pertaining to RG; and
o   Offer subject matter expertise and advice to internal stakeholders, particularly on projects and initiatives spanning marketing, products, and services.
How you will do it:
o Minimum 2-years’ experience in Responsible Gambling, customer operations, compliance, or a related field
o Strong communication and interpersonal skills with an empathetic and customer-first mindset
o Ability to analyse customer behaviour and translate insights into action
o Comfortable working across cross-functional teams and multiple locations (Australia & Philippines)
o Knowledge of relevant gambling laws, codes, and best practices
o Passionate about harm prevention and improving the safety of online wagering
You’ll be joining a growing team that’s redefining Responsible Gambling in the wagering industry, with a continued focus on innovation and people. You’ll have the chance to shape impactful strategies, contribute to long-term cultural change, and be part of a company that takes customer safety and sustainability seriously.
Job Type: Full-time
Pay: $70,000.00 – $80,000.00 per year

Benefits:

• Work from home

Work Authorisation:

• Australia (Preferred)

Work Location: Hybrid remote in Melbourne VIC 300

Please refer the Job description for details