Safer Gambling & AML Analyst

Romford Greyhound Stadium; United Kingdom; Remote; GBP 28,000 - 38,000; Full time

Job summary

Entain, a leading global sports betting and gaming company, is seeking a CPCC Analyst within the Customer Services Operations team to safeguard customers from gambling-related harm and financial crime risks. You will engage customers via calls, chats, and other channels to address Safer Gambling, affordability, and AML concerns, handling sensitive information with empathy and professionalism.

You will proactively contact potentially at-risk customers, manage sensitive interactions (including

Qualifications

• Excellent written and verbal English communication skills.
• Ability to communicate calmly, sensitively, and professionally with distressed or challenging customers.
• Experience handling sensitive and confidential customer information.
• Strong understanding of Safer Gambling and AML policies.
• Sound knowledge of Safer Gambling tools.
• Proven ability to deliver high-quality work in a fast-paced and demanding environment.
• Knowledge of Safer Gambling and AML regulatory requirements.
• Demonstrated ability to identify potentially vulnerable customers using sound judgement and analysis.

Responsibilities

• Proactively contact customers to address potential Safer Gambling, affordability, or financial crime concerns.
• Handle inbound calls from customers identified as potentially at risk.
• Manage sensitive interactions, including suicide-related contacts, and transfer calls to GamCare when required.
• Deliver outstanding customer service while encouraging the use of Safer Gambling tools or requesting Source of Funds documentation.
• Assess customer responses using sound judgement and analysis, applying appropriate risk mitigation controls in a timely manner.
• Implement necessary account actions such as loss limits, deposit limits, or account closures.
• Maintain clear, accurate, and auditable documentation of all decisions and actions taken.
• Handle sensitive customer data in line with data protection and privacy requirements.
• Ensure all communications are completed in accordance with Standard Operating Procedures (SOPs).
• Consistently meet KPIs and SLAs as defined by management.
• Share best practices and contribute ideas to improve processes.
• Provide support to wider Customer Service teams when required.
• Complete ad hoc tasks in line with business needs.

Skills

Excellent communication

Calm and empathetic

Handling sensitive information

Safer Gambling knowledge

AML policies knowledge

Risk assessment

Fast-paced performance

Vulnerable customers awareness

Tools

Safer Gambling tools

Job description

Entain, a leading global sports betting and gaming company, is seeking a CPCC Analyst within the Customer Services Operations team to safeguard customers from gambling-related harm and financial crime risks. You will engage customers via calls, chats, and other channels to address Safer Gambling, affordability, and AML concerns, handling sensitive information with empathy and professionalism.

You will proactively contact potentially at-risk customers, manage sensitive interactions (including