Customer Protection Contact Centre Analyst - Gibraltar
The Customer Protection Contact Centre Analyst is responsible for managing inbound and outbound customer contacts via telephone or other electronic channels. The role focuses on addressing potential concerns related to safer gambling, affordability, and financial crime.
Reporting to the Customer Protection Contact Centre Team Manager, the analyst evaluates customer responses and applies appropriate controls to mitigate risk. The position requires maintaining a documented audit trail of all decision-making processes and ensuring that necessary account actions are taken promptly.
- Contact customers to address any potential Safer Gambling, Affordability or Financial Crime concerns.
- Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds evidence.
- 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.
- Maintain a documented audit trail of decision-making.
- Excellent written and verbal language skills (required).
- Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry (required).
- Experience of handling confidential customer information (required).
- Experience with Safer Gambling and AML policy requirements (required).
- Sound knowledge of Safer Gambling customer tools (required).
- Proven track record in delivering high-quality work in a fast-paced, challenging environment (required).
- Great pension.
- 25 days annual leave and all Bank holidays.
- Extra paid leave, including wellbeing and development days.
- Life assurance and Income Protection.
- Private healthcare and wellbeing support.
- A stake in our success through our ShareSave scheme.
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.