Torrero

AML & Responsible Gaming Advisor – Office Based

Torrero

full-time

Posted on:

Location Type: Hybrid

Location: Tallinn • Estonia

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About the role

  • Provide support and guidance to players seeking assistance with responsible gaming concerns.
  • Day-to-day handling of the modelling tool to identify players exhibiting behaviours that may indicate a gambling problem, including activity analysis, and basic source of funds/AML checks.
  • Examine with fraudulent cases of the users and solve the issues accordingly.
  • Proactively monitor and review players' accounts to identify potential “At Risk/Problem Gamblers” and ensure the appropriate level of interaction is conducted.
  • Monitor various RG processes and procedures with the help of daily reports.
  • Ensure that all Responsible gambling and AML cases are dealt with in a timely manner to provide customers with a quick and efficient dispute resolution service.
  • If required, the urgent cases need to be addressed on weekends.
  • Identify any gaps in processes or inflows and take necessary measures to fill in or create them if there are none.
  • If required, create processes from the scratch or amend the current ones considering the processes that are already in place.
  • Review/amend manuals and existing procedures, as related to RG and AML.
  • Handle escalated/difficult queries and complaints as required to investigate and determine the most appropriate action to take.
  • Develop and implement responsible gaming strategies and policies.
  • Educate players and staff on responsible gaming principles and practices by creating and distributing educational materials.
  • Work closely with the Customer Support, Compliance, and CRM teams to ensure responsible gaming standards are met.
  • Prepare regular reports and presentations on responsible gaming activities and outcomes for management.
  • Stay up-to-date with relevant laws and regulations related to responsible gaming.
  • Prioritize incoming messages and workload to meet SLAs for completing cases.
  • Ensure the company's compliance with all responsible gaming requirements.
  • Undertake other reasonable duties as may be established from time to time by the department.

Requirements

  • Experience in iGaming industry
  • Strong understanding of responsible gaming and AML principles and practices
  • Ability to handle sensitive and confidential information with discretion
  • Knowledge of relevant gaming regulations and industry standards of the regulated markets
  • Effective communication skills (verbal and written)
  • Ability to communicate in a sensitive and calm manner, often when dealing distressed or angry customers
  • High attention to details
Benefits
  • Competitive salary
  • Supportive and amicable colleagues
  • Comfortable and pet friendly office
  • Hybrid work option (Tallinn based)
  • Amicable work environment and supportive team members
  • Real career opportunities and professional growth
  • The great team across the world
  • The opportunity to work with challenging questions with leading professionals in an open and truly inspiring and innovative atmosphere
  • A chance to take part in an exciting journey as the company grows and expands its business at a rapid pace
Applicant Tracking System Keywords

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

Hard Skills & Tools
activity analysissource of funds checksAML checksdispute resolutionreport preparationprocess creationmanual reviewpolicy developmenteducational material creation
Soft Skills
effective communicationdiscretioncalm communicationattention to detailproblem-solvingcustomer serviceteam collaborationtime management