Safer Gambling Analyst

White Hat Gaming Ltd.; Milnerton; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading gaming company based in Cape Town is seeking a Safer Gambling Analyst to ensure responsible gaming experiences. The successful candidate will engage with customers to assess risks, monitor cases, and support vulnerable players, all within a dynamic and fast-paced environment.

Qualifications

• Experience in customer service or responsible gambling.
• Ability to manage challenging conversations.
• Interest in regulation and compliance.

Responsibilities

• Analyse risk-scoring alerts and engage with at-risk players.
• Monitor follow-up cases on a regular basis.
• Recommend changes to safer gambling practices.

Skills

Empathy

Analytical Thinking

Attention to Detail

Customer Interaction

Job description

Purpose of the Role:

The Safer Gambling Analyst will be based in Cape Town and will liaise with customers by email or phone to ensure a responsible gaming experience whilst continuously improving our safer gambling operations.

Responsibilities:

• Analyse risk-scoring alerts to identify potential addictive behaviour, contact players who are at risk by phone or email and provide support according to internal policies and procedures in relation to additional checks and self-exclusion reactivations.
• Monitor and review follow-up cases on a daily, weekly and monthly basis.
• Escalate complex cases with recommendations to senior management to ensure playerprotection is safeguarded.
• Adopt a solution-focused approach to assist vulnerable players.
• Recommend changes and/or amendments to Safer gambling operational activities andprocesses.
• Work closely with the Safer gambling manager to instill a culture of Safer gambling throughpromoting awareness throughout the company.

Requirements:

• Experience in telephone interactions, ideally in a senior customer service position orresponsible gambling.
• Ability to deal with challenging customer interactions by phone and email.
• You are an empathetic individual with the ability to listen effectively and understand others.
• You have a keen willingness to learn and strive to improve business operations whilstprioritizing player protection.
• A team player with a positive mindset and a flexible approach.
• You are an analytical thinker with excellent attention to detail.
• An interest in and understanding of regulation and compliance.
• You enjoy working in a fast-paced, dynamic environment.
• Fluency in English is mandatory.

Moonspin is committed to the transformation and redressing of past inequalities.Our employment equity goals will be considered in our selection process.