CPCC Analyst

Purpose of role

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionizing the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

The Customer Protection Contact Center (CPCC) Operations Department within Customer Services is responsible for conducting detailed investigations of UK Digital/Multi Channel customers to detect money laundering risks and potential vulnerable gamblers. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm. You will be responsible for inbound and outbound contact of customers, by telephone or other electronic means, in order to address potential Safer Gambling, Affordability or Financial Crime concerns. You'll be responsible for handling sensitive customer information and dealing with potentially vulnerable customers in a calm, professional and empathetic manner. Key responsibilities Main:
• Contacting customers to address any potential Safer Gambling, Affordability or Financial Crime concerns.
• Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds evidence.
• Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner.
• Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a clearly documented audit trail of decision making.
• Handle sensitive information in line with data privacy requirements.

Occasional:
• Share best practice with colleagues and provide ideas to improve processes.
Specialist skills and experience Essential:
• Excellent written and verbal English.
• Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry.
• Experience of handling sensitive, confidential customer information.
• Thorough understanding of Safer Gambling and AML policy requirements.
• Sound knowledge of Safer Gambling customer tools.
• Proven track record in delivering high quality work in a fast-paced, challenging environment.

Desirable:
• Knowledge of Safer Gambling and AML regulations.

• Evidence of sound judgement and analysis to identify potentially vulnerable customers.

Competencies / behaviours
• Achievement Drive
• Works With others