EDD Team Lead (DE)

Reports To: AML Manager
Department: Legal & Compliance
Location: Gibraltar
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Key Responsibilities/Duties

  • Allocation of daily work tasks and supporting the officers where there is a need to maintain service levels.
  • Ensure we are fully compliant with the GBGC LCCP and GGC. All licencing objectives are adhered to.
  • Review and analyse received Source of funds/wealth documentation to ensure that customers are gambling with legitimately derived income as well as addressing and identifying any affordability concerns.
  • Produce detailed summaries of SOF/SOW account reviews ensuring they are escalated to key internal stakeholders.
  • Monitor activity; improve operating efficiency and the contact handling quality. Prepare and assist in performance appraisals for EDD Officers.
  • Educate, develop, and motivate staff to meet or exceed service levels, quality and operational expectations.
  • Acting as first point of contact for escalated queries ensuring Officers are shown how to deal with such queries in the future.
  • Carry out customer interactions on email and telephone. These interactions are of a sensitive nature with some difficult conversations, situations and personal issues.
  • Resolving escalated customer queries and completing account reviews and summaries for the AML Manager.
  • Ensure all systems are functioning and working efficiently.
  • Ensure that all incoming queries are dealt with accurately and in a timely manner.

Key Working Relationships

  • Reporting directly to the AML Manager
  • Key relationships with Safer Gambling Officers, Payments & Security Team, Contact Centre and Account Management Team.
  • Working closely with the AML Manager to ensure consistent approach in work practices
  • Communicate with other teams and departments to handle various projects as required
  • Liaising with DMLRO/MLRO to ensure suspicious activity is highlighted for investigation

Person Specification, Skills, Experience & Qualifications

  • A Native German speaker and fluent in English
  • Experience of working within an AML environment in the online gambling industry.
  • Previous experience of reviewing customer SOF/SOW documentation.
  • Previous Team Leader Experience preferred.
  • An inquisitive mind able to use common sense to ask the right questions when assessing customers’ behaviour and documentation.
  • Motivated, well organised, and accurate with a high attention to detail.
  • Able to work on own initiative and strive to continually improve processes
  • Strong communication skills, and ability to influence all levels to ensure the Compliance department always operates within a compliant framework
  • Ability to work under pressure, able to prioritise, multi-task and deliver tasks to deadlines.
  • Confident telephone manner with the ability to communicate with customers in a clear and positive way.

Working Hours

  • 40 Hours per week to suit the needs of the business.
  • Will include weekend and evening work.

BetVictor is an equal opportunity employer

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