Player Protection Officer (EDD)

Reports To: Player Protection Team Lead
Department: Compliance
Location: Malta
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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.

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    BetVictor is an equal opportunity employer.