Safer Gambling Analyst - Part Time

Xanadu Consultancy; Cork; On-site; EUR 20,000 - 30,000; Part time

Job summary

Xanadu Consultancy is seeking a Safer Gambling Analyst (Part Time) to identify, assess and intervene with customers who may benefit from safer gambling support. You will review activity, risk indicators and apply protective measures in line with policies and regulatory requirements.

Reporting to the Safer Gambling Manager, you will monitor reports and queues, conduct timely interventions, document decisions and contribute to continuous improvement of risk models and processes.

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

• Identify customer risk via Safer Gambling risk model, reports and alerts.
• Review customer accounts for potential risk and apply appropriate interventions.
• Analyse deposits, losses, frequency and behaviour to assess risk levels.
• Maintain proportionate risk assessments and record outcomes.
• Perform timely safer gambling interactions and provide information/tools.
• Escalate high-risk cases to Safer Gambling Manager as needed.
• Document evidence and decisions to create an audit trail.
• Contribute to improvements in risk indicators and processes.

Skills

Customer-facing experience

Compliance/risk background

Communication skills

Decision making

Attention to detail

Confidential handling

Independent work

Written records

Job description

Safer Gambling Analyst - Part Time

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?

• Customer Risk Identification & Assessment
• 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.
• Clearly document the evidence considered, customer responses, decisions made and actions taken.
• Ensure customer records provide a clear audit trail demonstrating how decisions were reached.
• Complete customer reviews within service level agreements and timeframes.

Continuous Improvement

• Highlight any recurring issues that are identified, emerging customer behaviours and gaps in existing processes.
• Work with the Dev & Insights manager, providing feedback on the effectiveness of risk indicators and customer interventions.
• Contribute operational insight to improvements in the safer gambling risk model and processes.
• Support the development of best practice within the Safer Gambling team.
• Participate in quality assurance, calibration and team learning sessions.

What we are looking for

Essential

• 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.

For this role you must be available to work evenings and weekends.