Key Responsibilities / Duties:
- Have a deep understanding of procedures for the alerts and reports handling and follows them up to the highest Quality Standards.
- Is aware and adapts quickly to the changes to processes and procedures as they occur.
- Completes all the needed reports and real-time alerts in a timely manner as per the SLA’s set.
- Sends out the emails relevant to given processes following templates and procedures provided.
- Seeks coaching and guidance from more experienced colleagues to improve understanding of the Safer Gambling policies and procedures in place.
- Escalates situations if they are unsure or require support.
- Updates VC Portal with correct Comment string and Enigma codes.
- Assesses the behaviours and escalates through the Kanban board process accounts that need further review, EDD Referral or a Safer Gambling call from Player Protection Officers.
- Monitors the systems for previously excluded customers attempting to access the facilities to ensure compliance with the Self Exclusion processes.
Key Working Relationships:
- Reporting directly to the Player Protection Team Leader.
- Key relationships with the Compliance team, Enhanced Due Diligence Payments & Security Team, Contact Centre.
- Working closely with the Player Protection Team Leader to ensure consistent approach in work practices.
Person Specification, Skills, Experience & Qualifications:
- Quick learner and versatile.
- A well organised individual able to prioritise and multi-task.
- Eye for detail.
- Flexible and reactive to change.
- Sound work ethic, able to work as part of a team and alone.
- Be able to handle pressure.
- Strong communication skills and high level of written and spoken English.
- Computer literate.
- Previous experience of working in a Safer Gambling/ EDD environment would be an asset.
- 1 year industry experience preferred.
Working Hours
- 40 Hours per week to suit the needs of the business.
- Will include weekends, evenings, and night work to cover a 24/7 rota.
BetVictor is an equal opportunity employer.