Safer Gambling Analyst - Evenings & Weekends - Part-time

Hire Resolve; Cape Town; On-site; ZAR 165,000 - 248,000; Part time

Job summary

A compliance-oriented company in Cape Town is seeking a part-time Safer Gambling Analyst. This role will involve engaging with customers who may be at risk of gambling-related harm and providing necessary support. Responsibilities include monitoring compliance, handling customer escalations, and collaborating with management to promote safer gambling practices. Candidates should have strong communication skills and an understanding of the iGaming sector. Apply by sending your CV to [e-mail].

Qualifications

• Excellent communication skills in English, both written and spoken.
• Experience with handling difficult conversations while remaining objective.
• Ability to work with various stakeholders to make informed decisions.
• Experience in a regulated market or iGaming industry is desirable.

Responsibilities

• Engaging with at-risk customers through various communication channels.
• Monitoring compliance and ensuring customer interactions are smooth.
• Analysing customer accounts for gambling risks and compliance.
• Collaborating with management to promote safer gambling practices.
• Manage complaint cases during shifts.
• Analyze accounts from Safer Gambling and Anti-Financial Crime perspectives.
• Escalate cases to safeguard players.
• Suggest changes to operational compliance processes.
• Collaborate with Safer Gambling Management to promote compliance and customer service.

Skills

Excellent oral, written and verbal communication skills

Fluency in English

Attention to detail

Ability to work under pressure

Self-motivated

Stakeholder management

Regulated industry experience

KYC knowledge

Call center experience

Job description

Hire Resolve's client is looking for a Safer Gambling Analyst to join their team. This part‑time role will support the Safer Gambling function within the compliance department across various shifts. You will work three days a week with the typical work hours scheduled between 09:00 am and 23:00 pm UTC Monday through Sunday. 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.
• Work closely with the Safer Gambling Management and Head of Operational Compliance to instil a culture of Safer Gambling and excellent Customer Service through promoting compliance and awareness.

Requirements

• Have excellent oral, written and verbal communication skills.
• Fluent in native or bilingual proficiency in written and spoken English is mandatory. Additional languages may be beneficial.
• 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.
• Experience in dealing with a regulated market in the iGaming industry or a similarly strict regulated industry would be beneficial.
• Previous experience in either Safer Gambling, Anti‑Money Laundering or Anti‑Fraud may 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 center or sales environment with experience working with customers to reach a mutually beneficial outcome may be beneficial.

How to Apply

If you would like to apply for this position, you may forward your CV to [e-mail]