Player Protection Officer

Reports To: Player Protection Team Lead
Department: Compliance
Location: Gibraltar
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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 the 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 a consistent approach in work practices

Person Specification, Skills, Experience & Qualifications:

  • Previous experience of working in a Safer Gambling Due Diligence environment preferred.
  • Strong 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 safer gambling and problem gambling behaviour and being 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

Working Hours

  • 40 hours per week to suit the needs of the business.
  • This will include weekend, evening, and night work covering a 24/7 rota

BetVictor is an equal opportunity employer

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    BetVictor is an equal opportunity employer.