In this role, you will be responsible for assisting our customer-facing departments in all responsible gaming-related queries. You will also be proactively interacting with customers, in line with the company’s Duty of Care procedures, with the goal to ensure safe and moderate use of the gaming products. You should be experienced in conducting thorough investigations and turning over every stone to make sure that we have a clear picture of the case at hand.
Good judgment is key to succeeding in this role. When assessing cases, you should be able to use the full range of the knowledge you have built up and weigh in a variety of situational factors to guide you towards effective decision making.
Making a connection with customers and communicating on sensitive topics is a skill that you will be expected to have refined, being familiar with basic techniques of conducting supportive conversations and how to elicit positive behavioral change.
As a member of the Responsible Gaming team the successful candidate would be working in close connection with the operational and the compliance teams in carrying out the company's Social Responsibility policy and strategic RG development.
Working together with the team to uphold the day-to-day operations and investigate cases Escalated by CX and other operational teams.
Taking part in the work of monitoring, detecting and interacting with at-risk players.
Effectively using the tools and the solutions for behavioural tracking available to enhance personal and team performance.
Taking part in RG projects.
Working on upholding and improving RG processes.
Assisting in RG reporting.
Requirements
Competencies:
Excellent analytical and communication skills
Proficiency in English and knowledge of Swedish and/or Dutch will be considered an asset.
will be considered an asset.
Problem-solving skills
Experience:
At least 1 year in iGaming, a minimum of 6 months in a customer-facing role
Experience in effectively analyzing player data and making inferences regarding risk warnings.
An understanding of the regulatory frameworks connected to the licenses the company holds.
Personal qualities:
Attention to details
Interested in the psychology behind gambling and specifically problem gambling
