Analyst, Patron Complaints
The Analyst, Patron Complaints ensures regulatory compliance through the development, implementation, and monitoring of effective policies and procedures. This position is responsible for monitoring day-to-day regulatory complaints and ensuring that the Company’s online iGaming platform, online Sportsbook and retail Sportsbooks operations are compliant with the requirements of relevant state regulations, directives from state regulatory agencies, and the obligations of the land-based sportsbook in a particular state.
The role involves assisting in the investigation and submission of incident reports, supporting the intake and tracking of regulatory fines and citations, and maintaining a centralised tracker of cross-jurisdictional fines and warnings. The Analyst prepares internal assessments for regulatory citations and fines, executes incident reporting procedures, and maintains accurate records. They partner cross-functionally with various departments to gather information, monitor updates to gaming regulations, and respond to internal inquiries. The position also supports the incorporation of technology and automation into compliance workflows and builds an understanding of BetMGM's business operations and regulatory landscape.
- Assist in the investigation, drafting, and submission of incident reports and related notifications to state regulatory agencies, in accordance with the requirements of each jurisdiction within which the Company operates.
- Support the intake, logging, and tracking of regulatory fines, citations, warning letters, and proposed civil penalties received from state regulatory agencies across all jurisdictions, ensuring each matter is promptly documented, calendared against response deadlines, and routed to the appropriate internal stakeholders for review.
- Maintain the team's centralized tracker of cross-jurisdictional fines and warnings, including status, response deadlines, amounts, underlying violations, and resolution, to provide Compliance leadership with accurate, real-time visibility into enforcement activity across states.
- Assist in the preparation of internal assessments for regulatory citations and proposed fines, including gathering context on related open matters in the same jurisdiction, compiling supporting facts, and helping to organize materials for cross-functional review by the Senior Manager, Legal, and relevant business stakeholders.
- Execute assigned tasks within established incident reporting procedures and practices, including the intake of potential incidents, gathering of relevant facts, coordination with subject matter experts, and drafting of incident report narratives for review.
- Maintain accurate records and documentation of incidents, investigations, fines, citations, and submissions in the team's central tracking tools, ensuring timeliness, completeness, and consistency of data.
- Support the monitoring of deadlines and regulatory response timelines, proactively flagging upcoming due dates and potential risks or roadblocks to the Senior Manager.
- Partner cross-functionally with stakeholders across Compliance, Legal, Trading, Responsible Gaming, Technology Governance, AML/Fraud, VIP, and other relevant business areas to gather information required to complete incident reports and fine/citation assessments.
- Assist in the continuous identification of opportunities to improve incident reporting and fine-tracking processes, including proposing enhancements to templates, intake forms, trackers, and standard operating procedures.
- Support the team in monitoring updates to online gaming and sports wagering regulations, and assist in assessing potential impacts on existing processes.
- Respond to inquiries and support requests from internal stakeholders regarding the status of open incidents, fines, and warnings, and related reporting obligations in assigned jurisdictions.
- Assist with the preparation of periodic reporting, metrics, and summaries for Compliance leadership concerning incident volumes, fine/warning trends, status, and resolutions.
- Support the team's efforts to incorporate technology, automation, and AI tools into the incident reporting and fine-tracking workflows, in alignment with the Company's broader efficiency and automation priorities.
- Build understanding of BetMGM's business operations, products, and regulatory landscape in order to contribute to decisions and day-to-day work with increasing effectiveness.
- Follow the Company's internal code of conduct, compliance, regulatory, and standard operating procedures, and monitor adherence to such procedures within assigned responsibilities.
- Performs other related duties as assigned by the Senior Manager of Compliance and Incident Reporting.
- Bachelor's degree or equivalent practical experience (preferred).
- 0–3 years of relevant experience in compliance, regulatory affairs, legal, audit, or a related field (required).
- Online or Land-based Casino/Sports Wagering experience (preferred).
- Experience in report writing, document management, and/or research and analysis (preferred).
- Exposure to reviewing, researching, and interpreting regulations, policies, or procedures (nice-to-have).
- Strong written and verbal communication skills, with the ability to produce clear, concise, and accurate work product (required).
- Strong organisational skills and attention to detail, with the ability to manage multiple workstreams, trackers, and deadlines (required).
- Strong analytical mindset, with the ability to gather facts, identify issues, and contribute to problem-solving (required).
- Ability to work well under pressure in a fast-paced environment and to switch between competing priorities (required).
- Ability to work both independently within established procedures and collaboratively as part of a small, high-performing team (required).
- High level of personal initiative, accountability, and motivation to take ownership of assigned tasks (required).
- Openness to receiving and applying feedback as part of ongoing professional development (required).
- Good interpersonal skills, with the ability to build rapport and maintain cooperative working relationships with internal stakeholders (required).
- Professional, honest, and reliable (required).
- Basic proficiency in MS Word, Excel, PowerPoint, and MS Outlook (required).
- Familiarity with case management, project tracking, or AI-assisted productivity tools (e.g., Jira, Microsoft Copilot) (nice-to-have).
- Applicants must possess legal authorization to work for BetMGM in the U.S. without the need for immigration sponsorship (required).
- Medical, Dental, Vision, Life, and Disability Insurance
- 401(k) with company match
- Pre-tax spending accounts including health care FSA and commuter savings
- Flexible paid time off
- Professional development reimbursement and ongoing skills training opportunities
- Employee resource groups
- Swag, ticket giveaways, and more!
- Performance-based bonus plan
BetMGM is a leading US sports betting and online gaming operator, formed in 2018 as a joint venture between MGM Resorts International and Entain. Headquartered in Jersey City, New Jersey, it holds exclusive access to MGM's land-based and online sports betting, poker and casino businesses across the United States and Canada. The company operates the BetMGM, Borgata Casino, Party Casino and Party Poker brands and is one of the largest operators in the regulated North American market. Its products combine online sportsbook, casino and poker with MGM's nationwide network of casinos.
