Safer Gambling Officer (DE)

Reports To: Safer Gambling Team Lead (DE)
Department: Compliance
Location: Malta
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Key Responsibilities / Duties:

  • Monitor player activity and take preventative action if their behaviour is indicative that a problem exists.
  • Carry out customer interactions on email and telephone. These calls can be of a sensitive nature with some customers in difficult situations or have personal issues.
  • Monitoring previously excluded customers attempting to access the facilities.
  • Ensure any disputes are resolved to licence guidelines fairly to both the customer and company.
  • Follow defined processes and procedures to monitor customer activity and interact accordingly.
  • Conduct phone conversations with customers to ensure they understand the safer gambling tools available, where to find them and carry out affordability questions.
  • Suggest new systems to recognise unusual behaviour and identify potential problem gamblers and take steps to prevent any further losses.
  • Ensure all systems are functioning and working efficiently.
  • Ensure that all incoming queries are dealt with accurately and in a timely manner.
  • Understanding of safer gambling and problem gambling behaviour and be able to recognise the signs that would indicate a customer has a gambling issue.

Key Working Relationships:

  • Reporting directly to the Safer Gambling Team Leader.
  • Key relationships with Safer Gambling Officers, Payments & Security Team, Contact Centre, Account Management Team and EDD team.
  • Working closely with the Safer Gambling Team Leader to ensure consistent approach in work practices.

Person Specification, Skills, Experience & Qualifications:

  • Previous experience of working in a Safer Gambling environment preferred.
  • Good decision-making skills.
  • 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 German and the ability to create and update standard interactions.
  • Confident at proposing new ideas and in a continuous improvement environment.
  • Able to carry out difficult calls requiring empathy and the ability to ask direct questions without embarrassment.

BetVictor is an equal opportunity employer.

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    BetVictor is an equal opportunity employer.