White Hat Gaming

Scrum Master

• Ensure deliverables meet quality standards at the end of each sprint.
• Lead effective sprint events, focused on clear goals and team cohesion
• Diligently manage and coordinate all communications regarding active work progress, impediments, and release readiness with all relevant stakeholders, including Change and Release Management teams, ensuring accurate tracking and successful deployment.
• Partner with the Product Owner to define goals, manage the backlog and handle new requests
• Optimise development teams to a higher level of performance and agile maturity
• Design processes to continually enhance the operating model
• Help build a productive environment where team members ‘own’ the product
• Use data, reporting and insight to lead the teams to reach an optimal and sustained velocity that makes delivery predictable and quantifiable

Financial Crime

• Support and assist in all AML matters
• Identify and prioritise UK players requiring SOW documentation review
• Assess documentation received
• Set appropriate limits on player accounts based on documentation received
• Liaise with Safer Gambling Team
• Reviewing tickets for quality assurance
• Assist other departments with their concerns around player behaviour
• Monitor and review follow-up cases as per internal procedures
• Recommend changes and amendments to AML operational activities and procedures
• Work closely with AML Operations Team Leaders

AML Document Specialist

Analyst

• Ensure continuous risk management and proactively anticipate issues to minimize risk exposure.
• Identify and investigate potentially fraudulent account activities.
• Verify new real money accounts created which are flagged.
• Monitor and analyze betting patterns and odds movements.
• Validate accounts that hit velocity checks for transactions made on deposit options.
• Investigate signs of irregular, syndicated, or suspicious betting activity.

Fraud Analyst

Customer Success Manager

• Support the delivery of high-quality CRM campaigns and content for multiple online casino brands.
• Work under campaign managers to execute and optimize campaigns and communication strategies effectively.
• Assist in building and scheduling multi-channel marketing campaigns (email, SMS, push etc.).
• Coordinate content creation with internal teams and ensure campaign execution.
• Collect and analyse campaign performance data for reporting.
• Support VIP and customer support teams in campaign delivery.
• Ensure CRM content aligns with brand tone and regulatory standards.
• Stay updated with CRM trends and suggest tactical improvements.

CRM Specialist

• Supporting the Head of AML Operations in all matters relating to AML
• Assist AML team leaders and AML operations team with any queries
• Monitor alerts for players hitting AML triggers
• Identify players requiring enhanced due diligence
• Utilize open sources to create player profiles
• Maintain existing player profiles
• Monitor player accounts where concerns have been identified
• Review tickets for quality assurance
• Assist other departments with their concerns around player behavior
• Comply with requests from line manager
• Monitor and review follow-up cases as per internal procedures
• Recommend changes to AML operational activities and procedures

AML Operations Specialist

Customer Support

• Manage all aspects of your team’s performance
• Ensure that our players receive world-class customer service and support
• Ensure Monthly QA goals are met
• Create coaching plans and provide the required level of coaching and mentoring
• Create and manage Career Development and growth plans for your Team
• Escalate Training specific needs to your Floor Manager and ensure follow-up
• Analyse and monitor Team performance trends monthly to ensure delivery meets the required standard
• Facilitate a learning environment by ensuring effective knowledge transfer amongst your team members and the wider Customer Support team
• Conduct Monthly Performance Reviews
• Ensure adherence to all RG and Compliance
• Manage formal escalations when needed
• Proactive follow-up on escalated queries to ensure timely resolution to customer concerns
• Identify system enhancements and tool requirements needed to improve efficiency and effort within the Call Center

Scrum Master

AML Document Specialist

Fraud Analyst

CRM Specialist

AML Operations Specialist

Customer Support Team Leader