A Customer Welfare Analyst plays an integral role in ensuring that licensees carry out their safer gambling policy, fulfilling the operator duty of care obligations.
As a result, this requires an innovative mind to assist by mitigating risk through behavioural analysis, educating customers on their gameplay together with the effective use of safer gambling tools. The objective being to de-escalating gambling behaviour, behaviour that often results in gambling harms. The role plays an important part in growing a sustainable customer base, being ambassadors of player welfare and ensuring we achieve our objectives in eliminating gambling harms altogether.
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.
Desirable qualifications
- Bachelor’s degree in psychology, or a related field advantageous
Personal qualities and behavioral traits
- Analytical: You should possess strong analytical skills to gather and analyze customer data and use it to make sound decisions balancing compliance and commerciality
- Agile: You should be able to adapt in a demanding and ever-changing environment, with the ability to think on your feet applying ethical judgment
- Data oriented: You should be meticulous and pay attention to detail to identify low, medium and high-risk customer behaviour
- Collaborative: You should be able to work cross-functionally with other teams and departments to implement safer gambling policy and procedures
- Pattern recognition: You should have a clear understanding and ability to recognize patterns
- Strong communicator: You should have excellent verbal and written communication skills in English and Spanish
Relationships
- This position will be supported by the Customer Welfare Manager
- This role will be critical in working with various stakeholders implementing and driving compliance culture within the organization
