Customer Protection Analyst

Job description As we face an exciting time of growth here at our Manila office, we will soon have opportunities for new colleagues to join us as Customer Protection Analysts. Should you be interested in these upcoming opportunities, please register your interest by completing the online application and uploading your CV and our Recruitment Team will be in touch soon.

The role As a Customer Protection Analyst you will be responsible for protecting potentially vulnerable customers and making sure that customers gamble within their means. You’ll monitor alerts, triggers and reports, review customer activity; taking the decision to act. This may include reminding the customer of our safer gambling mechanisms, placing restrictions on their account and / or having a conversation to discuss their situation in more detail. Main Duties and Responsibilities • Review customer accounts and carry out risk assessments against customers that have met certain trigger points, Identify potential risks and take appropriate action • Proactive and reactive contacts by phone, email and live chat to discuss customers patterns or levels of play and discuss the appropriate gambling control mechanisms we offer • Assurance monitoring to validate our Customer Protection processes and systems are functioning correctly. If any gaps identified, logs created and corrective or preventative action taken • Monitor and review Enhanced Due Diligence processes to prevent financial crime and identify any risks associated with transacting with the customer • Handles live alerts and queues, following strict SLA’s • Uses a combination of the available data points and your people skills to help you how to act in the best interest of the customer / business • Keep accurate records of your observations, interactions and actions • Support the company strategy and any regulatory requirements including picking up of any other assigned ad-hoc task that may be required You will need • Excellent command of English • Minimum of 2 years relevant work experience, with clean disciplinary record and excellent quality performance. Prior experience working in a Gaming or Sports betting company or knowledge of CDD / Safer Gambling an advantage • Proficient in use of Microsoft Office Applications – Excel and Word • Attention to detail, strong research skills and robust analytical thinking • Outstanding communication skills. The confidence and ability to interact with customers by phone, email and live chat. • Knowledge of customer support tools such as Zendesk or LivePerson an advantage • Ability to work as part of a team as well as independently, in a fast paced and changing environment. • A sensitive and non-judgemental approach • Uses initiative, able to make decisions and highlight areas of opportunity • Flexibility to work shifts on any 5 from 7 days a week and should be amenable to work onsite