Customer Service Specialist Safer Gambling

We are SkillOnNet, leading the igaming entertainment by providing our customers with the most entertaining and trustworthy experience possible, while also reinventing the gambling industry. We are home to more than 30 well-known brands, including PlayOJO, DruckGluck, BacanaPlay, Genting, and many more. We are committed to long-term development and sustainability, and we are trying to revolutionise our industry for the benefit of our players, ourselves, and the entertainment industry as a whole.

No prior experience is required for this role. Full training will be provided.

Job Description

The Safer Gambling and AML Risk Analyst plays a pivotal role in safeguarding players and ensuring compliance with both responsible gambling and anti-money laundering (AML) regulations.

The primary responsibility of this role is to monitor and assess player activity for signs of gambling-related harm or financial risks, utilizing a risk-based approach to take appropriate and proportionate actions.

Your Responsibilities

1. Handle Live Interactions with Players: Conduct live chat interactions with players exhibiting behaviors or meeting criteria that indicate potential gambling-related harm or AML concerns. Provide support, gather relevant information, and evaluate their circumstances to determine appropriate actions.
2. Initiate and manage phone calls with players when live chat interactions are not feasible, ensuring effective communication and addressing their concerns thoroughly and empathetically.
3. Account Assessments: Analyze and assess player accounts that trigger pre-established responsible gambling or AML thresholds. Evaluate behavioral patterns, financial activity, and affordability indicators to identify risks and implement necessary interventions.
4. Conduct Open Media Searches: Perform open media searches to gather additional information about players being assessed. Utilize this information to enhance understanding of the player's situation and inform decisions.
5. Support Compliance Efforts: Ensure adherence to responsible gambling and AML policies by accurately documenting assessments and actions, maintaining thorough records, and escalating cases when necessary.
6. Collaborate with Teams: Work closely with internal teams to share insights, develop strategies, and improve processes that promote safer gambling and regulatory compliance.
7. Continuous Learning: Stay updated on the latest regulations, trends, and best practices in safer gambling and AML to effectively perform duties and contribute to team goals.

What we are looking for

1. Proficiency in English - A good command of the English language, both written and verbal, is essential, as all our policies, procedures, and communications are conducted in English. Additional language will be considered a plus.
2. Experience Not Required, but a Plus – While prior knowledge or experience in Responsible Gambling or AML/CFT is not mandatory, it will be considered an advantage. We provide comprehensive training to ensure you have all the tools and knowledge needed to excel in this role.
3. Ability to Work on Shift
4. Proficiency in Microsoft Office Applications – Specifically, Excel, Word, and Outlook, as these tools are essential for day-to-day tasks.
5. Attention to Detail – Working within the compliance department requires a meticulous approach to identifying critical details in player transactions and account activities, which significantly influence decisions and outcomes.
6. Ability to Adapt and Multitask – You must be able to transition quickly between tasks, such as assessing a player for an AML reason and immediately pivoting to handle live chats with customers.
7. Team Spirit – Each shift comprises 6-8 analysts, one senior analyst, and a shift supervisor. Collaboration and a positive team dynamic are key to maintaining productivity and effectiveness.
8. Trustworthiness – We are looking for someone who demonstrates integrity, honesty, and reliability in handling sensitive information and making decisions.

What's in it for you

1. Attractive salary package
2. Monthly and Annual incentive Bonus
3. Monetary vouchers on Birthdays and other special occasions
4. Fully equipped kitchen
5. Options to enrol in Company's medical insurance plan
6. Exciting company activities including monthly lunches, monthly corporate gatherings, an intercompany football team, competitions, daily snacks and many other activities
7. Casual Dress Code
8. A chance to advance professionally inside one of the world's largest iGaming organisations

What It's Like to Work at SkillOnNet

At SkillOnNet, we believe that people come first, and our "family-oriented" global culture is what drives us. We care about our employees and make certain that they have access to the most relevant and helpful tools and benefits to succeed.

Entry level

Full-time

Customer Service and Analyst

Gambling Facilities and Casinos