Safer Gambling Analyst – Evenings & Weekends – Part-time Part-time

Hire Resolve’s client is looking for a Safer Gambling Analyst to joint heir team. This part-time role will
support the Safer Gambling function within the compliance department across various shifts. You will
work three days a week with the typical work hours scheduled between 09:00 am and 23:00 pm UTC
Monday through Sunday. You will be expected to learn basic level knowledge of our Anti-Financial Crime processes, and there will be opportunities to multi-skill and gain more in-depth knowledge of other Compliance functions.

Responsibilities: 

• Engaging with customers via email, chat or outbound phone call who may be at risk of/actively
  experiencing gambling-related harm and taking action where appropriate in line with current
  legislation, procedures and processes.
• Uphold and add to the current internal policies and procedures in place to help prevent the onset
  of gambling-related harm
• Dealing with escalations and queries sent by the Player Success Team regarding operational
  compliance processes/cases.
• Monitoring the various customer communication channels/inboxes related to operational
  compliance ensures SLA is adhered to, and the user experience is as frictionless as possible.
• Appropriately handling complaint cases that arise whilst on shift.
• Analysing customer accounts from a Safer Gambling and Anti-Financial Crime perspective,
  flagged through our internal reporting system or picked up through Player Success interactions.
• Escalating cases where necessary to ensure player protection is safeguarded.
• Recommending changes or amendments to our current Operational Compliance and Player
  Success processes.
• Work closely with the Safer Gambling Management and Head of Operational Compliance to instil
  a culture of Safer Gambling and excellent Customer Service through promoting compliance and
  awareness.

Requirements: 

• Have excellent oral, written and verbal communication skills.
• Fluent in native or bilingual proficiency in written and spoken English is mandatory. Additional
  languages may be beneficial.
• Experience with having difficult conversations with customers whilst remaining calm and
  objective-focused.
• Ability to work with a number of stakeholders within the business to reach an appropriate decision
  regarding customer accounts.
• Attention to detail with the ability to quickly assess and address cases as they arise.
• Ability to work well under pressure in a fast-paced environment.
• Self-motivated with the ability to work well independently or as part of a team.
• Previous experience in delivering excellent customer service.
• Experience in dealing with a regulated market in the iGaming industry or a similarly strict
  regulated industry would be beneficial.
• Previous experience in either Safer Gambling, Anti-Money Laundering or Anti-Fraud may be
  beneficial.
• Previous experience dealing with “Know Your Customer” KYC processes is desirable but not
  essential.
• Due to the difficult nature of some of our calls, a background in a call center or sales environment
  with experience working with customers to reach a mutually beneficial outcome may be
  beneficial.

How to Apply: 

If you would like to apply for this position, you may forward your CV to itcareers@hireresolve.za.com