Analyst, Patron Complaints

BetMGM LLC; New Jersey; On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life, and DiS

401(k) with company match

Pre-tax spending accounts including H&

Flexible paid time off

Professional development reimbursement

Employee resource groups

Swag, ticket giveaways, and more!

Job summary

BetMGM LLC in New Jersey seeks an Analyst, Patron Complaints to ensure compliance across online iGaming, sportsbook, and retail operations. You will investigate incidents, draft reports for state regulators, track cross‑jurisdiction matters, and coordinate with Compliance, Legal, Trading, and Technology teams to meet deadlines.

Strong writing, analytical thinking, and meticulous organization are essential in this fast-paced role.

Qualifications

• Bachelor's degree or equivalent practical experience preferred.
• 0–3 years of relevant experience in compliance, regulatory affairs, legal, audit, or a related field.
• Experience in report writing, document management, and/or research and analysis preferred.
• Exposure to reviewing, researching, and interpreting regulations, policies, or procedures is a plus.
• Strong written and verbal communication skills, with the ability to produce clear, concise, and accurate work product.
• Strong organizational skills and attention to detail, with the ability to manage multiple workstreams, trackers, and deadlines.
• Strong analytical mindset, with the ability to gather facts, identify issues, and contribute to problem-solving.
• Ability to work well under pressure in a fast-paced environment and to switch between competing priorities.
• Ability to work both independently within established procedures and collaboratively as part of a small, high-performing team.
• High level of personal initiative, accountability, and motivation to take ownership of assigned tasks.

Responsibilities

• Assist in investigation, drafting, and submission of incident reports to state regulatory agencies.
• Support intake, logging, and tracking of regulatory fines, citations, and penalties across jurisdictions.
• Maintain centralized tracker of cross-jurisdictional fines and warnings for leadership visibility.
• Prepare internal assessments for regulatory citations and proposed fines.
• Execute incident reporting procedures, gather facts, coordinate with SMEs, and draft narratives.
• Maintain records of incidents, investigations, fines, and submissions in tracking tools.
• Monitor deadlines and regulatory response timelines, flag risks and due dates.
• Collaborate with Compliance, Legal, Trading, Responsible Gaming, and other areas to gather information.
• Identify opportunities to improve reporting and tracking processes, including templates and SOPs.
• Support monitoring of updates to online gaming and sports wagering regulations.

Skills

Regulatory compliance

Report writing

Analytical thinking

Attention to detail

Organizational skills

Communication skills

Education

Bachelor's degree or equivalent practical experience

Tools

MS Word

MS Excel

MS PowerPoint

MS Outlook

Jira

Microsoft Copilot

Job description

Discover What’s Possible at BetMGM Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business. As a valued team member, we’re committed to giving you the resources and support you need to thrive.

Our benefits and perks include:

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!

The Opportunity

The Analyst, Patron Complaints will ensure compliance through the development, implementation and monitoring of effective policies and procedures. This position is responsible for monitoring day-to-day regulatory complaints and ensuring that the Company’s online iGaming platform, online Sportsbook and retail Sportsbooks operations are compliant with the requirements of relevant state regulations, directives from state regulatory agencies, and the obligations of the land-based sportsbook in a particular state.

• Assist in the investigation, drafting, and submission of incident reports and related notifications to state regulatory agencies, in accordance with the requirements of each jurisdiction within which the Company operates.
• Support the intake, logging, and tracking of regulatory fines, citations, warning letters, and proposed civil penalties received from state regulatory agencies across all jurisdictions, ensuring each matter is promptly documented, calendared against response deadlines, and routed to the appropriate internal stakeholders for review.
• Maintain the team's centralized tracker of cross-jurisdictional fines and warnings, including status, response deadlines, amounts, underlying violations, and resolution, to provide Compliance leadership with accurate, real-time visibility into enforcement activity across states.
• Assist in the preparation of internal assessments for regulatory citations and proposed fines, including gathering context on related open matters in the same jurisdiction, compiling supporting facts, and helping to organize materials for cross-functional review by the Senior Manager, Legal, and relevant business stakeholders.
• Execute assigned tasks within established incident reporting procedures and practices, including the intake of potential incidents, gathering of relevant facts, coordination with subject matter experts, and drafting of incident report narratives for review.
• Maintain accurate records and documentation of incidents, investigations, fines, citations, and submissions in the team's central tracking tools, ensuring timeliness, completeness, and consistency of data.
• Support the monitoring of deadlines and regulatory response timelines, proactively flagging upcoming due dates and potential risks or roadblocks to the Senior Manager.
• Partner cross-functionally with stakeholders across Compliance, Legal, Trading, Responsible Gaming, Technology Governance, AML/Fraud, VIP, and other relevant business areas to gather information required to complete incident reports and fine/citation assessments.
• Assist in the continuous identification of opportunities to improve incident reporting and fine-tracking processes, including proposing enhancements to templates, intake forms, trackers, and standard operating procedures.
• Support the team in monitoring updates to online gaming and sports wagering regulations, and assist in assessing potential impacts on existing processes.
• Respond to inquiries and support requests from internal stakeholders regarding the status of open incidents, fines, and warnings, and related reporting obligations in assigned jurisdictions.
• Assist with the preparation of periodic reporting, metrics, and summaries for Compliance leadership concerning incident volumes, fine/warning trends, status, and resolutions.
• Support the team's efforts to incorporate technology, automation, and AI tools into the incident reporting and fine-tracking workflows, in alignment with the Company's broader efficiency and automation priorities.

Build understanding of BetMGM's business operations, products, and regulatory landscape in order to contribute to decisions and day-to-day work with increasing effectiveness. Follow the Company's internal code of conduct, compliance, regulatory, and standard operating procedures, and monitor adherence to such procedures within assigned responsibilities. Performs other related duties as assigned by the Senior Manager of Compliance and Incident Reporting. Essential Functions Must be able to stand or sit, and operate computers and other technological devices for extended periods of time.

Qualifications

• Bachelor's degree or equivalent practical experience preferred.
• 0–3 years of relevant experience in compliance, regulatory affairs, legal, audit, or a related field.
• Online or Land-based Casino/Sports Wagering experience preferred, but not required.
• Experience in report writing, document management, and/or research and analysis preferred.
• Exposure to reviewing, researching, and interpreting regulations, policies, or procedures is a plus.
• Strong written and verbal communication skills, with the ability to produce clear, concise, and accurate work product.
• Strong organizational skills and attention to detail, with the ability to manage multiple workstreams, trackers, and deadlines.
• Strong analytical mindset, with the ability to gather facts, identify issues, and contribute to problem‑solving.
• Ability to work well under pressure in a fast‑paced environment and to switch between competing priorities.
• Ability to work both independently within established procedures and collaboratively as part of a small, high‑performing team.
• High level of personal initiative, accountability, and motivation to take ownership of assigned tasks.
• Openness to receiving and applying feedback as part of ongoing professional development.
• Good interpersonal skills, with the ability to build rapport and maintain cooperative working relationships with internal stakeholders.
• Professional, honest, and reliable.
• Basic proficiency in MS Word, Excel, PowerPoint, and MS Outlook required; familiarity with case management, project tracking, or AI‑assisted productivity tools (e.g., Jira, Microsoft Copilot) a plus.

Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration‑related employment authorization sponsorship including H‑1B, O‑1, E‑3, TN, OPT, etc.

Compensation

The pay range for this position is as follows: 64,400.00–85,900.00 Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance‑based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification. In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.

About BetMGM

BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Casino, BetMGM Sportsbook, Borgata Online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms. BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination‑free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants. If you need assistance or accommodation with your application due to a disability, you may contact us at [e-mail]. This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

#LI-HYBRID #LI-IK1

When a legendary global entertainment company joins forces with the world’s largest online betting technology company, the gaming world sits up and takes notice. BetMGM is a partnership between MGM Resorts International and Entain Holdings that is revolutionizing sports betting and online gaming in the United States. BetMGM is the exclusive sports betting division of MGM, both online and in MGM casinos nationwide. BetMGM is also the headline brand for online casino gaming along side sister brands Borgata Online (NewJersey), Party Casino and Party Poker . We aspire to make unforgettable moments of sports and gaming even more personal, powerful, and fun through unmatched digital technology and evocative player experiences.