Safer Gambling Analyst

Hire Resolve’s client, a next-generation betting platform, is searching for a Safer Gambling Analyst to join their team in Cape Town. This part-time role will support the Safer Gambling function within the compliance department across various shifts.

𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:

• Engage with customers via email, chat, or outbound calls who may be at risk of or actively experiencing gambling-related harm, taking appropriate action in line with legislation, procedures, and processes

• Uphold and contribute to the development of internal policies and procedures aimed at preventing gambling-related harm

• Handle escalations and queries from the Player Success Team relating to operational compliance cases

• Monitor customer communication channels/inboxes related to operational compliance to ensure SLA adherence and a frictionless user experience

• Appropriately manage complaint cases arising during shift hours

• Analyse customer accounts from a Safer Gambling and Anti-Financial Crime perspective, based on internal reports or Player Success interactions

• Escalate high-risk cases as needed to ensure effective player protection

• Recommend improvements to current Operational Compliance and Player Success processes

• Collaborate with Safer Gambling Management and the Head of Operational Compliance to promote a culture of Safer Gambling and high-quality customer service through compliance and awareness initiatives

𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬:

• Excellent oral, written, and verbal communication skills

• Native or bilingual proficiency in written and spoken English (mandatory); additional languages are an advantage

• Experienced in handling difficult conversations with customers while remaining calm and focused on objectives

• Capable of collaborating with multiple stakeholders to make informed decisions regarding customer accounts

• Strong attention to detail with the ability to quickly assess and respond to emerging cases

• Able to perform well under pressure in a fast-paced environment

• Self-motivated with the ability to work independently and as part of a team

• Proven track record of delivering excellent customer service