Customer Welfare Analyst
Your role with us:
A Customer Welfare Analyst plays an integral role in ensuring that licensees carry out their responsible 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 responsible gambling tools. The role plays an important part in growing a sustainable customer base, being ambassadors of customer welfare and ensuring we achieve our objectives in eliminating gambling harms altogether.
Who are we?
At Easygo we proudly stand as a prominent service provider to a powerhouse of brands within the iGaming industry, including Stake.com, Kick.com and Twist Gaming.
Stake is the world's largest crypto casino, and leads the industry with a seamless online casino and sportsbook experience. Level up your online entertainment with Kick.com, the vibrant live streaming platform, which connects millions of gamers and content creators worldwide. All alongside the innovative game design studio, Twist Gaming, which takes creativity to new heights by crafting cutting-edge and captivating games.
Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies. Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 300+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.
Click play, on your career today!
What you will do: (Role & responsibilities)
As a Customer Welfare Analyst, your role will encompass a wide range of responsibilities, including but not limited to:
- Compliance & Responsible Gambling Processes: Provide compliance and responsible gambling direction to all relevant stakeholders
- Responsible Gambling 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 assessments 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.
- Ahoc: Escalations and queries pertaining to responsible gambling
- Affordability: Conduct risk assessments for Affordability reviews
- IT Operational: Ensuring critical operational issues are raised in a timeous manner
- Translations: Conducting Responsible Gambling Translations on an adhoc basis
What you will bring: (our expectations for the role)
- Minimum of 1 year igaming experience / online gambling industry
- Experience in a Customer Welfare / Responsible Gambling role / Compliance will be advantageous Experience in dealing with customers on all communication mediums in English and Spanish (call, email, sms, in-app messaging)
- Excellent communication and collaboration skills, with the ability to work cross-functionally with other teams and departments
- Experience of handling sensitive, confidential customer information
- Operating in an environment that requires 24/7 coverage Sound knowledge of Responsible Gambling customer tools
- Proven track record in delivering high quality work in a fast-paced, challenging
- This ability to work across a 24/7 rotating roster
Bonus points if you also have:
- Bilingual in English and Spanish
- Sports & Gambling knowledge advantageous
- Cryptocurrency knowledge would be advantageous
- Proficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Jira & Intercom
Some of the perks of working for us:
- EAP access for you and your family
- Access to over 9,000 courses across our Learning and Development Platform
- Paid volunteer day
- Two full-time barista’s who will make your daily coffee, tea or fresh juice!
- Daily catered breakfast
- Massage Wednesdays - we get professionals to do this!
- Team lunches and happy hour in the office from 4pm on Fridays
- Fun office environment with pool tables, table tennis and all your favourite gaming consoles
- Help yourself drinks fridges and snack shelves
“We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant”
We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.
