Player Protection Officer (Asia)

Reports To: Safer Gambling Manager
Department: Asia Compliance
Location: Gibraltar
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Key Responsibilities / Duties:

  • To ensure compliance with IOM GSC licence requirements - in particular to ensure Mayfly and A2D operate gambling services in a fair and open way to customers
  • Strong sense of what's right and wrong and willingness to challenge and escalate as required
  • To work alongside key accounts teams, providing regulatory support and assist higher tiered customers in providing due diligence documentation
  • Review and verify enhanced due diligence documents including customer source of wealth and source of funds
  • Undertake and update customer Open-Source Intelligence (OSINT) investigations, requesting further information if required
  • Provide excellent fluent Safer Gambling support to our customers via chat, email and phone
  • Respond promptly to Compliance issues raised by other departments – on slack, email and Jira
  • Monitor player activity and take preventative action if behaviour is indicative of a problem
  • Work with the Asia Compliance team to resolve more complex/demanding issues.
  • Assist in the creation, update and maintenance of compliance procedures relating to key compliance operations

Key Working Relationships:

  • Primary relationships with Asia Compliance, HVC/VIP team, AFS, Contact Centre and Payments
  • You will also build relationships with Brand Managers, CRM, Marketing, Affiliates, Business Intelligence, Development & Engineering and more.
  • You will also be building external relationships with the Isle of Man Gambling Supervision Commission and key business suppliers

Person Specification, Skills, Experience & Qualifications:

  • Excellent verbal and written communication skills in both English and Mandarin
  • Understanding of the cultural nuances and sensitivities of our customer base
  • Able to carry out difficult calls requiring empathy and the ability to ask direct questions without embarrassment
  • Excellent attention to detail
  • Enthusiasm and a good team player
  • Passionate in problem solving - able to identify issues and propose solutions that serve both the customer and the organization
  • Work independently by knowing how to apply acquired knowledge to solve issues and know when to seek support from your peers
  • Understanding of basic business functions and platforms

Working Hours

  • The role will include evening, and weekend work covering a 12/7 rota to suit the needs of the business.

BetVictor is an equal opportunity employer

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    BetVictor is an equal opportunity employer.