Customer Protection Contact Centre Analyst
As a CPCC Analyst, the individual will be responsible for inbound and outbound contact with customers, by telephone or other electronic means, in order to address potential Safer Gambling, Affordability or Financial Crime concerns. Reporting to the CPCC Team Manager, the analyst will be part of the CPCC Team.
The role involves using judgement and analysis to evaluate customer responses and apply any appropriate controls to mitigate risk in a timely manner. It is essential to ensure all necessary actions are taken, such as loss limits, deposit limits, or account closure, and to maintain a clearly documented audit trail of decision making.
- Contacting 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 in a timely manner.
- Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a clearly 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 sensitive, confidential customer information (required).
- Thorough understanding of 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).
- Competitive salary (required).
- Regular bonus (required).
- Healthcare support (required).
- ShareSave scheme (required).
- Great development opportunities (required).
- Wellbeing support (required).
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.