Customer Protection Analyst

Full Time

Website Entain

We’re on the look out for a Customer Protection Analyst to join our team in the Customer Due Diligence (CDD) Operations department!

For this role you’ll be 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’ll be looking after inbound and outbound contact of customers, in order to address potential Safer Gambling, Affordability or Financial Crime concerns. You will also be handling sensitive customer information and taking care of potentially vulnerable customers in a calm, professional and compassionate manner.

What You’ll Be Doing

  • Contacting customers to address any Safer Gambling, Affordability or Financial Crime concerns.
    Deliver outstanding customer service whilst encouraging the use of Safer Gambling tools or seeking Source of Funds (SOF) 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.

What We Need From You

  • 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.

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.
    to

Essential

Specialist skills and experience

  • 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.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Maximum file size: 256 MB.
Upload your CV/resume or any other relevant file. Max. file size: 256 MB.