Customer Protection Contact Center Analyst Dutch and English
Our Customer Protection International team, within our Customer Support function, conducts detailed investigations of International customer activity to detect potential vulnerable gamblers and works in close collaboration with our AML team, amongst others. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm. You will be responsible for performing proactive Responsible Gambling (RG) reviews followed by inbound or outbound contact with relevant customers, by telephone or other electronic means, to address potential Safer Gambling or Affordability concerns. You'll handle sensitive customer information and interact with potentially vulnerable customers in a calm, professional and empathetic manner.
- Contact customers to address any potential Safer Gambling or Affordability concerns.
- Perform RG reviews
- Deliver outstanding customer service while encouraging the use of Safer Gambling tools
- Seek Source of Funds clarifications/evidence where necessary.
- Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk promptly.
- Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a documented audit trail of decision-making.
- Handle sensitive information in line with data privacy requirements.
- Share best practice with colleagues and provide ideas to improve processes.
- Excellent written and verbal English. (required)
- Fluent Dutch at business level; (required)
- Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry. (required)
- Experience of handling sensitive customer information. (required)
- Experience with Safer Gambling and AML policy requirements. (required)
- Sound knowledge of Safer Gambling customer tools. (required)
- Track record in delivering high-quality work in a fast-paced environment. (required)
- Practical application of policy directives. (required)
- Must be detail orientated and analytical. (required)
- Hybrid working (2 days per week in the office) and enjoy August fully remote from anywhere in Bulgaria
- Group bonus scheme
- Christmas bonus
- Share Save scheme
- Personal Medical Insurance
- Food Vouchers for €100 per month
- 25 days of annual leave plus all local public holidays
- Personal development leave (2 additional days)
- Volunteering (2 additional days)
- Additional "It's Your Game Day" off to use in December or January
- Multi-Sport Card (Self Contribution)
- Free subscription to wellbeing app Unmind
- Transport and utilities support
- Life Insurance
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.
