Customer Protection Lead, Swedish
Our industry is tightly regulated and it’s an area of huge focus for us. We acknowledge and embrace our compliance responsibilities as a licensed business by continuously reviewing our customers' activity to ensure that we meet our social responsibility and anti-money laundering requirements. As a Customer Protection Lead, you will play a pivotal role by compiling risk and affordability profiles for our customers using open and paid sources. You will be responsible for identifying, monitoring and customer interactions related to safer gambling, case management and enhanced due diligence, focusing on identifying potential risky behaviour and any AML concerns. You will be advising our players on their levels of play and educating them on safer gambling matters. You will be reporting to the Customer Protection Team Manager, and you will form key relationships with the following teams and colleagues: Head of Compliance Operations, AML, Account Managers, Fraud and Payment Teams and other internal departments.
- Compiling risk and affordability profiles for higher risk customers using open and paid sources.
- Reviewing the information that you gather and identifying safer gambling, affordability and money laundering concerns.
- Ensure compliance with safer gambling and anti-money laundering legislative requirements.
- Achieving high level of productivity and efficiency in all tasks.
- Interacting with customers in safer gambling related matters via e-mail and phone.
- Critically reviewing source of wealth/funds documentation and interacting with customers as required.
- Completing other ad-hoc Safer Gambling, Affordability and CDD-related tasks.
- Fluent in written and spoken English and Swedish, any other language will be advantageous.
- Passionate about safer gambling - having a mindset for prevention and protection of customers.
- Keen interest in the psychology of addiction, regulatory and compliance knowledge.
- An excellent attention to detail.
- Exceptional time management and organisational skills.
- A natural curiosity and a drive to find out more.
- Ability to adhere to watertight processes and a drive to hit targets.
- Ability to work within a team and build relationships with other departments and stakeholders.
- Ability to present information clearly and make appropriate recommendations.
- Previous experience in the iGaming industry either in a customer support role, AML/CDD or safer gambling role, will be considered a strong asset.
- Competitive Salary and Bonus Schemes
- Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
- We prioritise your health and well-being, offering comprehensive healthcare insurance, dental care, travel insurance and life insurance.
- An allowance which can be used towards gym and fitness memberships, fitness clothing and equipment, consultations with a dietitian, massages and select treatments or items for your home office.
- Free access to Wellness Cloud; a tool to help encourage greater wellbeing through online coaching, webinars, videos and online resources.
- 20 days paid leave you can avail after your first year of employment to volunteer at an organisation online, locally, or abroad.
William Hill International is the international (non-UK) arm of the William Hill betting and gaming brand, owned by Evoke plc (formerly 888 Holdings). It operates online sports betting and casino products across regulated markets outside the United Kingdom, with its main operational base in Malta. William Hill, one of the best-known names in British bookmaking, was founded in 1934 and acquired by 888 in 2022. The international division focuses on the technology, trading and operations that support William Hill's online business in Europe and beyond.
