Responsible Gambling Officer

Our client seeks a Responsible Gambling Officer to join their team.

Role Profile:

• Conducting in depth analysis of customer behaviours and activity.
• Identifying and escalating high risk accounts at the earliest opportunity.
• Prevent and detect multi-accounting.
• Responsible Gambling Investigations - Conducting contact with customers to help ensure that they are gambling responsibly.
• Discussing both customer account behaviours and the facilities we provide to help customers stay in control. Contact with customers may be via email, Live-Chat or telephone.
• Affordability Testing.
• Performing Enhanced Customer Due Diligence on members in line with AML and CFT requirements when escalated from the Member Support/Operational team.
• Resolution of customer queries and requests.
• Resolution of any escalated customer queries and requests, escalated from the Member Support/Operational team.
• Maintaining proper documentation and record keeping on a timely basis.

Key Skills and Experience:

• Minimum 5 GCSE's to include Maths and English at grade C or above.
• Experience working in a responsible gambling, risk, regulation, compliance type role desirable however full training will be provided.
• Strong analytical skills along with organisational skills are essential in order to balance workload and meet deadlines.
• Ability to learn and understand, Governance and compliance philosophies, policy and management practices.
• Ability to learn and take on knowledge of Isle of Man Gambling Supervision Commission and United Kingdom Gambling Commission's and Jersey Gambling Commission legislation.
• Innovative and strategic thinking.
• Well-developed communication skills with the ability to communicate effectively with difficult customers.
• Microsoft Office applications (Word, Excel, PowerPoint).
• Sound interpersonal and negotiation skills.
• One year's relevant experience in a similar Compliance role is preferable but not essential as full training will be provided.
• Fluent English communication skills - written and verbal.
• Proactive. - Ability to work independently and on own initiative but at the same time as part of a team.
• Ability to work unsociable hours covering evening and weekends.
• Methodical and well organised.
• Ability to prioritise and multi-task.
• Excellent attention to detail.
• Clearly demonstrates a 'can-do' attitude which successfully overcomes barriers.
• Ability to provide accurate information within tight timescales.
• Ethical, high integrity, professional, responsible and accountable.

The Responsible Gambling team work under shift-rota patterns, therefore the candidate must have the ability to cover, as required, evening and weekend working including bank holidays, to the equivalent of 35 hour per week over 5 days

Quote job ref: 16864

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