Conducts responsible gambling investigations, analyses customer activity, assesses affordability and completes enhanced customer due diligence.
Our client seeks a Responsible Gambling Officer to join their team.
Role Profile
- Conducting in depth analysis of customer behaviours and activity.
- Identifying and escalating high risk accounts at the earliest opportunity.
- Prevent and detect multi-accounting.
- Responsible Gambling Investigations - Conducting contact with customers to help ensure that they are gambling responsibly.
- Discussing both customer account behaviours and the facilities we provide to help customers stay in control.
- Contact with customers may be via email, Live-Chat or telephone.
- Affordability Testing.
- Performing Enhanced Customer Due Diligence on members in line with AML and CFT requirements when escalated from the Member Support/Operational team.
- Resolution of customer queries and requests.
- Resolution of any escalated customer queries and requests, escalated from the Member Support/Operational team.
- Maintaining proper documentation and record keeping on a timely basis.
Key Skills and Experience
- Minimum 5 GCSE's to include Maths and English at grade C or above.
- Experience working in a responsible gambling, risk, regulation, compliance type role desirable however full training will be provided.
- Strong analytical skills along with organisational skills are essential in order to balance workload and meet deadlines.
- Ability to learn and understand, Governance and compliance philosophies, policy and management practices.
- Ability to learn and take on knowledge of Isle of Man Gambling Supervision Commission and United Kingdom Gambling Commission's and Jersey Gambling Commission legislation.
- Innovative and strategic thinking.
- Well-developed communication skills with the ability to communicate effectively with difficult customers.
- Microsoft Office applications (Word, Excel, PowerPoint).
- Sound interpersonal and negotiation skills.
- One year's relevant experience in a similar Compliance role is preferable but not essential as full training will be provided.
- Fluent English communication skills - written and verbal.
The Responsible Gambling team work under shift-rota patterns, therefore the candidate must have the ability to cover, as required, evening and weekend working including bank holidays, to the equivalent of 35 hour per week over 5 days.
If you have the required skills please apply online at searchandselect.com quoting reference number: 16864
