Player Protection (SG) Support

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

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    BetVictor is an equal opportunity employer.