Job Description

Purpose of Role: We are looking for someone enthusiastic with great customer service skills to join our Customer Intelligence and Responsible Gaming team in Cape Town.
Duties and Responsibilities:

• Manage workflow, resources and ensure that queries are dealt with within the guidelines of state specific regulations and our Social Responsibility Policy.
• Handle all Responsible Gambling escalations and take the appropriate action, in accordance with our internal Policies and Procedures
• Provide support according to internal Policies and Procedures, in relation to additional checks, self-exclusions and self-exclusion reactivations
• Monitor and review follow-up cases on a daily, weekly and monthly basis.
• Escalate complex cases with recommendations to senior management
• Adopt a solution-focused approach to assist vulnerable players
• Recommend changes and/or amendments to responsible gambling operational activities and processes, in accordance with state specific regulations
• Monitor alerts for customers hitting RG or CI triggers and confirm players receive appropriate interactions
• Identify customers requiring advanced due diligence
• Use open sources to create player profiles when necessary
• Maintain existing customer profiles
• Analyse player gameplay to identify issues of problem gambling
• Monitor player accounts where responsible gambling concerns have been identified
• Assist other departments with their concerns around customer behaviour
• Report any RG trends/ issues observed to the Compliance Operations Manager
• Investigate escalated complaints and non-conformance issues
• Assures ongoing compliance with quality and industry regulatory requirements
• Maintain compliance with all company policies and procedures
• Ensures the effective management of complex complaints ensuring prompt escalation to management and the delivery of fair outcomes
• Assists with complex complaints responses in conjunction with the Legal Department and prepares written responses to Regulatory Disputes
• Develops and monitors corrective and preventive actions where required
• Comply with reasonable requests from line manager

• Previous Customer Service/ Sportsbook/ Responsible Gambling experience with US Sportsbook advantageous
• Experience in web-based, email and telephonic interactions, ideally in a senior customer service position or responsible gambling
• Experience in working in risk & fraud mitigation function and in-depth understanding of the compliance and/or CFT procedures. (Preferably in the sports betting, gaming, or online gambling industry)
• Extensive knowledge of Anti Money Laundering Regulations and Responsible Gaming
• Excellent analytical and critical-thinking skills, with the ability to assess tasks, interactions objectively and identify areas for improvement
• Exceptional communication and interpersonal skills, with the ability to provide constructive feedback, as well as recommendations on best practices
• Strong attention to detail and accuracy in evaluating customer interactions and performance metrics
• Ability to deal with challenging customer interactions by phone and email
• Have a keen willingness to learn and strive to improve business operations whilst prioritizing player protection
• Are a team player with a positive mindset and a flexible approach
• Possess a keen interest in understanding of regulation and compliance.
• Ability to adapt to changing priorities and work in a fast-paced, dynamic environment
• Strong organisational and time management skills, with the ability to handle multiple tasks and meet deadlines
• Flexibility to work in shifts, including evenings, weekends, and holidays, based on operational
  needs
• Fluency in English is mandatory