Key Responsibilities / Duties:
- Responsible for maintaining departmental processes for Safer Gambling, Enhanced Due Diligence, HVC profiling, account reviews and validation of documents as appropriate.
- Verification of source of funds and source of wealth documentation and request further information if required.
- Adherence to Player Protection policies and processes, assessment of how and when to interact including recording, reviewing and rationale for decisions made.
- Follow defined processes and procedures to monitor customer activity and interact accordingly.
- Be responsible for identifying customers with gambling addiction or potential gambling problems.
- Ensure regulatory requirements and objectives are carried out along with company initiatives and objectives.
- Monitor player activity and take preventative action if behaviour is indicative of a problem.
- Monitoring systems for previously excluded customers attempting to access the facilities.
- Interacting with customers by phone and e-chat to ensure they understand the safer gambling tools available, where to find them and carry out affordability questions.
- 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:
- Key relationships with the compliance team, Payments & Security Team, Contact Centre.
- HVC team and Operational Excellence.
- Working closely with the Player Protection Team Leader to ensure consistent approach in work practices.
Person Specification, Skills, Experience & Qualifications:
- Previous experience of working in a Safer Gambling Due Diligence environment preferred.
- Industry experience preferred.
- Good decision-making skills.
- A well organised individual able to prioritise and multi-task.
- Eye for detail.
- Flexible and reactive to change.
- Able to work as part of a team and alone.
- Have an objective mind and be able to make on the spot decisions.
- Be able to handle pressure.
- Strong grasp of written English and the ability to create and update standard interactions.
- Understanding of safer gambling and problem gambling behaviour and be able to recognise signs that would indicate a customer has a gambling issue.
- Able to carry out difficult calls requiring empathy and the ability to ask direct questions without embarrassment.
- Confident at proposing new ideas and in a continuous improvement environment.
BetVictor is an equal opportunity employer.