Full Job Description
About The Role
You will work collaboratively with both internal and external customers whilst promoting the Safer Gambling values and applying the operational procedures, policies and regulations effectively, to enable us to guide and advise best practice; and to protect the customer and company alike by limiting business risk and harm to the customer.
You will also be responsible for monitoring and reviewing account activity for new and existing customers to ensure that any signs of potential harmful behaviours are identified and where appropriate, action is taken. This may include complex escalations from the Customer Services and VIP teams, as you will provide second line support to these teams.
This is a 24/7/365 role
Reviewing information from a variety of sources to proactively identify potential ‘at risk’ customers
Making informed decisions determining appropriate mitigation actions for any risk identified
Preparing and undertaking customer interactions, to address concerns of potential problem gambling with customers and to provide support to ensure the customer is gambling safely
Taking ownership of high-risk cases ensuring these are dealt with appropriately, whilst maintaining an excellent standard of customer service
Advising of any high-risk customers or areas within the business, identifying actions on how these risks should be managed
Reviewing quality and relevance of information recorded from interactions with customers
Complaint handling and associated resolution in line with SLA
Where appropriate identify potential improvements in existing company policies relating to safer gambling, through a proactive approach to suggesting and implementing changes
Handling escalated cases and providing support to Customer Services and VIP teams
Prioritising incoming queries and daily tasks to meet the internal KPIs and customer facing SLAs
Assisting with proactively optimising, managing and maintaining an effective Quality and Assurance Process; to conduct regular QA peer to peer
Act as Subject Matter Expert (SME) in relation to the creation and maintenance of customer investigation reviews, customer interactions, procedural documents and training literature
Any other duties commensurate to the post as designated by the Risk Team Manager
Liaise with the compliance team
Communicate with customers when needed
Skills and Qualifications required
Available to work 24/7/365
Previous experience in either the gambling industry, or a similarly regulated market, is advantageous.
An understanding of the importance and impact of legislative requirements is a must
Proven experience of detailed, exploratory and methodical working practices is required
Must be highly motivated, well organised an able to produce accurate and detailed information to a very high standard
Experience of handling sensitive, confidential customer information
Ability to remain calm, tactful, respectful and unbiased
Strong interpersonal skills and the ability to communicate clearly, effectively and empathetically with senior management, operational staff and customers
Ability to develop cross-functional relationships effectively
Ability to work as a team, as well as independently
The ability to provide oversight and direction to other less experienced, through coaching and feedback in an effective manner in relation to safer gambling practices
Proficient in MS Office – strong knowledge of Microsoft Excel (i.e. pivot tables, formulas) preferred.
Must be able to work to strict deadlines and prioritize issues
Excellent writing skills including composition & language, ensuring clarity and required impact in all written communications
Degree level or equivalent qualifications and/or experience which maps to the role
We are an Equal Opportunity Employer, if you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact email@example.com
About The Company
Roar Digital is a partnership between MGM Resorts International and GVC Holdings that is poised to revolutionize sports betting and online gaming in the United States.
We are currently based in Jersey City in the New York Metropolitan Area, with stunning views of the Manhattan skyline.