Safer Gambling Analyst

Midnite; Cape Town; Hybrid; ZAR 300,000 - 400,000; Full time

Job summary

A next-generation betting platform is seeking a Safer Gambling Analyst to join their team in Cape Town. The role involves engaging with customers at risk of gambling-related harm, ensuring compliance with internal policies, and collaborating with various stakeholders. Candidates must have at least one year of relevant experience and be fluent in English. This position offers a hybrid work model and competitive salary.

Benefits

33 paid holidays per year

Frequent company gatherings and game nights

Qualifications

• Minimum of one year experience in Safer Gambling, Anti-Money Laundering or VIP.
• Fluent in native or bilingual proficiency in written and spoken English is mandatory.
• Experience with calling customers is essential.

Responsibilities

• Engaging with customers who may be at risk of gambling-related harm.
• Upholding internal policies to help prevent gambling-related harm.
• Dealing with escalations and queries from the Player Success Team.

Skills

Communication skills

Attention to detail

Experience with customers

Ability to work under pressure

Job description

Salary: R28000 - R32000

Location: Hybrid - South Africa, must be Cape Town-based

Shift: 5 days per week, 8am and 12am SAST, Monday through Sunday

Why Midnite?

Midnite is a next-generation betting platform that is built for today’s fandom. We are a collective of engineers and designers who all share a passion for sports and gaming. We exist to bring fans closer to the games they love through the rush of winning money.

Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it's a cutting-edge creation, designed and constructed from the ground up with the latest technologies. Crafting an experience that's truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we're on the brink of creating something truly awesome.

About the role

We are looking for a Safer Gambling Analyst to join our Safer Gambling Team. This full-time role will support the Safer Gambling function within the compliance department across various shifts. You will work five days a week with the typical work hours scheduled for shifts between 8am and 12am SAST Monday through Sunday.This role will be multi-disciplinary, with the main responsibility being Safer Gambling, as part of our commitment to helping reduce the likelihood of gambling-related harm amongst our customer base. You will be expected to learn basic level knowledge of our Anti-Financial Crime processes, and there will be opportunities to multi-skill and gain more in-depth knowledge of other Compliance functions.

Responsibilities

• Engaging with customers via email, chat or outbound phone call who may be at risk of/actively experiencing gambling-related harm and taking action where appropriate in line with current legislation, procedures and processes.
• Uphold and add to the current internal policies and procedures in place to help prevent the onset of gambling-related harm.
• Dealing with escalations and queries sent by the Player Success Team regarding operational compliance processes/cases.
• Monitoring the various customer communication channels/inboxes related to operational compliance ensures SLA is adhered to, and the user experience is as frictionless as possible.
• Appropriately handling complaint cases that arise whilst on shift.
• Analysing customer accounts from a Safer Gambling and Anti-Financial Crime perspective, flagged through our internal reporting system or picked up through Player Success interactions.
• Escalating cases where necessary to ensure player protection is safeguarded.
• Recommending changes or amendments to our current Operational Compliance and Player Success processes.

About you

• Have excellent written and verbal communication skills.
• Fluent in native or bilingual proficiency in written and spoken English is mandatory.
• Minimum of one year experience in either Safer Gambling, Anti-Money Laundering or VIP is essential.
• Experience with calling customers.
• Experience with having difficult conversations with customers whilst remaining calm and objective focused.
• Ability to work with a number of stakeholders within the business to reach an appropriate decision regarding customer accounts.
• Attention to detail with the ability to quickly assess and address cases as they arise.
• Ability to work well under pressure in a fast-paced environment.
• Self-motivated with the ability to work well independently or as part of a team.
• Previous experience in delivering excellent customer service.
• Sufficient technology to be able to work effectively from home, including a good quality laptop/PC, headset and relevant peripherals.

Desirables

These are things which are not essential but may help you to adapt quickly to our working environment and ultimately to succeed.

• Experience in dealing with a regulated market in the iGaming industry or a similarly strict regulated industry would be beneficial.
• Previous experience dealing with “Know Your Customer” KYC processes is desirable but not essential.
• Due to the difficult nature of some of our calls, a background in a call centre or sales environment with experience working with customers to reach a mutually beneficial outcome may be beneficial.

Working with us

• You’ll have a key role in which you'll be integral to our company culture and help shape the direction.

• Join our frequent company-wide gatherings and game nights that draw our community closer together.
• Enjoy 33 paid holidays a year.

At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.

We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.