Safer Gambling Analyst
Midnite
full-time
Posted on:
Location Type: Hybrid
Location: Cape Town • 🇿🇦 South Africa
Visit company websiteSalary
💰 ZAR 25,000 - ZAR 34,000 per month
Job Level
Mid-LevelSenior
About the role
- Engage with customers via email, chat or outbound phone who may be at risk of or actively experiencing gambling-related harm and take action where appropriate in line with legislation, procedures and processes.
- Uphold and add to internal policies and procedures to help prevent the onset of gambling-related harm.
- Deal with escalations and queries sent by the Player Success Team regarding operational compliance processes/cases.
- Monitor customer communication channels/inboxes related to operational compliance, ensure SLA adherence and a frictionless user experience.
- Appropriately handle complaint cases that arise whilst on shift.
- Analyse customer accounts from a Safer Gambling and Anti-Financial Crime perspective, flagged through internal reporting systems or Player Success interactions.
- Escalate cases where necessary to ensure player protection is safeguarded.
- Recommend changes or amendments to Operational Compliance and Player Success processes.
- Learn basic Anti-Financial Crime processes and multi-skill across Compliance functions.
Requirements
- Must be Cape Town, South Africa-based
- Fluent in native or bilingual proficiency in written and spoken English (mandatory)
- Experience in Safer Gambling, Anti-Money Laundering or VIP (essential)
- Experience with calling customers
- Experience handling difficult conversations while remaining calm and objective focused
- Ability to work with multiple stakeholders to reach appropriate decisions regarding customer accounts
- Attention to detail with ability to quickly assess and address cases
- Ability to work well under pressure in a fast-paced environment
- Self-motivated with ability to work independently or as part of a team
- Previous experience delivering excellent customer service
- Sufficient technology to work effectively from home (laptop/PC, headset and relevant peripherals)
- Experience in regulated iGaming or similarly strict regulated industry (desirable)
- Previous experience with KYC processes (desirable)
- Background in call centre or sales environment (desirable)
- Ability to work five days a week in 9-hour shifts between 07:00-21:00 BST Monday through Sunday
Benefits
- 33 paid holidays a year
- Join our frequent company-wide gatherings and game nights
- Hybrid/remote working arrangement (must be Cape Town-based)
- Inclusive workplace with reasonable adjustments for interviews
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Safer GamblingAnti-Money LaunderingKYC processescustomer account analysisoperational compliancecomplaint handlingcustomer communicationmulti-skilling across Compliance functionsSLA adherenceAnti-Financial Crime processes
Soft skills
calm under pressureattention to detailself-motivatedteamworkexcellent customer serviceability to handle difficult conversationsobjective focusedstakeholder collaborationindependent workfast-paced environment adaptability