Analyst

• 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.

Safer Gambling Analyst

PMO Analyst