Customer Protection Contact Centre Analyst - Gibraltar
As a CPCC Analyst the individual will be responsible for inbound and outbound contact of customers, by telephone or other electronic means, to address potential Safer Gambling, Affordability or Financial Crime concerns. Reporting to the CPCC Team Manager the individual will be part of the CPCC Team.
The role involves contacting customers to address any potential Safer Gambling, Affordability or Financial Crime concerns. It requires delivering outstanding customer service while encouraging the use of Safer Gambling tools or looking for Source of Funds evidence. The individual will use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk promptly. Ensuring all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintaining a documented audit trail of decision-making is also key.
- 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 looking for 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 and maintain a documented audit trail of decision-making.
- Excellent written and verbal language skills (required)
- Ability to communicate sensitively and calmly, with customers who may be distressed or angry (required)
- Experience 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 and 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.