Safer Gambling Analyst

Xanadu Consultancy; Cork; Hybrid; EUR 42,000 - 62,000; Full time

Job summary

Xanadu Consultancy is seeking a SG Analyst to identify, assess and engage with customers who may benefit from safer gambling support. You will review activity reports and risk indicators to apply proportionate interventions in line with company policies and regulatory requirements.

Reporting to the Safer Gambling Manager, you will monitor reports and customer communications queues, performing timely interventions and maintaining accurate case records while upholding a professional,

Qualifications

• Experience in a customer-facing, operational, compliance or risk environment.
• Strong communication and active listening skills.
• Ability to assess information, identify risk and make sound decisions.
• Strong attention to detail.
• Ability to handle sensitive and potentially challenging customer conversations.
• Ability to work independently while following defined policies and procedures.
• Strong written communication and record-keeping skills.

Responsibilities

• Review customer accounts and activity reports to identify potential risk.
• Analyse customer activity, deposits, losses, frequency and behaviour changes.
• Assess level of potential risk and determine necessary protective measures.
• Identify customers requiring interventions or escalations.
• Maintain accurate, clear records of all safer gambling reviews and interventions.
• Escalate complex/high-risk cases to the Safer Gambling Manager when appropriate.

Skills

Customer-facing experience

Analytical thinking

Risk assessment

Communication skills

Active listening

Record-keeping

Job description

The SG Analyst, is responsible for identifying, assessing and interacting with customers who may benefit from additional safer gambling support. The role involves reviewing customer activity reports and risk indicators, undertaking proportionate safer gambling interventions, and ensuring appropriate customer protection measures are applied in line with company policies, safer gambling principles and regulatory requirements.

The role plays a key part in delivering a consistent, customer-focused and evidence-based Safer Gambling approach.

Reporting to the Safer Gambling Manager, the role will conduct day-to-day monitoring of reports and customer communications queues, ensuring speedy and effective interventions when risks are identified.

What will I be doing?

• Review customer accounts, identified through the Safer Gambling risk model, reports, alerts, inbound communications and other sources that highlight potential risk.
• Analyse customer activity onsite, including deposits, losses, frequency, intensity, changes in behaviour and use of safer gambling tools.
• Consider relevant customer information and previous interactions when assessing the level of potential risk.
• Identify customers requiring immediate intervention or additional protective measures.
• Maintain a consistent and proportionate approach to customer risk assessment.

Safer Gambling Interventions

• Conduct timely and appropriate safer gambling interactions with customers.
• Use effective questioning techniques to understand the customer's gambling behaviour, circumstances and level of risk.
• Provide appropriate safer gambling information, tools and support.
• Discuss and encourage the appropriate use of deposit, loss and other safer gambling limits where relevant.
• Apply or recommend restrictions and other protective measures where required by policy.
• Use the correct escalation procedure for customers presenting higher levels of risk in accordance with internal procedures.
• Escalate complex or high-risk cases to the Safer Gambling Manager where appropriate.
• Communicate with customers in a professional, non-judgemental way.

Case Management & Record Keeping

• Inline with company processes, maintain accurate, clear, consistent records of all safer gambling reviews and interventions.
• Experience in a customer-facing, operational, compliance or risk environment.
• Strong communication and active listening skills.
• Ability to assess information, identify risk and make sound decisions.
• Strong attention to detail.
• Ability to handle sensitive and potentially challenging customer conversations.
• Ability to work independently while following defined policies and procedures.
• Strong written communication and record-keeping skills .