Safer Gambling Analyst (Evenings & weekend work)

at  Midnite

ABOUT THE ROLE

We are looking for a Safer Gambling Analyst to join our Safer Gambling Team. This full-time role will support the Safer Gambling function within the compliance department across various shifts. You will work five days a week with the typical work hours scheduled between 09:00 am and 23:00 pm UTC Monday through Sunday.
This role will be multi-disciplinary, with the main responsibility being Safer Gambling, as part of our commitment to helping reduce the likelihood of gambling-related harm amongst our customer base. 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.