Act as the front line and subject matter expert for all customer facing regulatory requirements and communication.
Communicate directly with customers via email for both inbound and outbound escalations.
Perform in depth account reviews to uphold both proactive and reactive Responsible Gaming customer escalations.
Monitor, analyze, and respond to customer complaints across multiple channels both internally and externally.
Document actions and information found throughout investigations to develop and maintain account files.
Work cross functionally with internal and external partners to resolve complex customer compliance issues.
Collaborate with leadership to identify and suggest process optimization opportunities for the day-to-day operation.
Uphold daily, weekly, and monthly reporting for both internal and external partners.

Requirements

1+ year[s] of Compliance, Fraud, AML, Risk, or related experience within a highly regulated industry.
Ability to autonomously conduct in-depth investigations for complex and sensitive situations.
Strong investigative skills and a natural proclivity to curiosity is required.
Strong attention to detail is required.
Ability to be flexible while ensuring accuracy in an ever-changing regulatory environment.
Strong written and verbal communication skills, with the ability to explain complex compliance issues to diverse stakeholders.
Ability to exercise discretion and maintain confidentiality of information.
Ability to multi-task and meet deadlines.
Self starter with the ability to work well both independently and as part of a collaborative team.
Proficiency in tools such as the G-Suite, Salesforce, KYC & geolocation tooling, Tableau, Sigma, Snowflake, etc.
Comfortable with the use of Generative AI.
Ability to obtain and maintain licensing in multiple jurisdictions.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ComplianceFraudAMLRiskInvestigative skillsAttention to detailProcess optimizationAccount reviewsCustomer escalationsDocumentation

Soft Skills

Communication skillsCuriosityDiscretionConfidentialityMulti-taskingDeadline managementSelf-starterCollaborationFlexibilityProblem-solving

Certifications

Licensing in multiple jurisdictions