Role and Responsibilities

📍As a Customer Welfare Analyst, your role will encompass a wide range of responsibilities, including but not limited to: 📍Compliance & Safer Gambling Processes: Assisting with compliance and safer gambling direction to all relevant stakeholders across LATAM markets and / or in accordance with organization needs. 📍Compliance Audits: Assist with compliance audits where required 📍Training and Knowledge Transfer: Assist with training relevant stakeholders on an adhoc basis 📍Compliance and Risk Analysis: Conducting behavioural analysis and risk interventions in line with internal processes 📍Communication: Conducting high risk telephonic calls to customers experiencing effects of gambling harms and / or in severe cases, customers threatening self-harm (suicide). In addition, utilizing all mediums of communication where required, in line with risk management policy. 📍Reporting: Compiling trend analysis feedback to Customer Welfare Manager 📍Ahoc: Escalations and queries pertaining to safer gambling 📍Affordability: Conduct risk assessments for Affordability reviews 📍Stakeholder collaboration: Work together with AML & Account Management teams ensuring due diligence is carried out 📍IT Operational: Ensuring critical IT operational issues are raised in a timeous manner 📍Operational: In line with regulatory requirements, operating in an environment that requires 24/7 coverage 📍Translations: Conducting Safer Gambling Translations on an adhoc basis

Work experience and skills

📍Minimum 6 months experience in a Customer Welfare / Responsible Gambling role 📍Experience working in LATAM markets within iGaming is advantageous (Colombia, Mexico, Brazil etc.) 📍Experience in dealing with customers on all communication mediums in English and Spanish (call, email, sms) 📍Ability to create and drive compliance culture 📍Experience dealing with vulnerable individuals 📍Excellent communication and collaboration skills, with the ability to work cross-functionally with other teams and departments 📍Experience of handling sensitive, confidential customer information 📍Thorough understanding of Safer Gambling policy requirements 📍Sound knowledge of Safer Gambling customer tools 📍Proven track record in delivering high quality work in a fast-paced, challenging environment.