Speaking Customer Protection Agent (m/f/d)

The Customer Protection International team within Customer Services is responsible for conducting detailed investigations of International customers to detect potential vulnerable gamblers and works in close collaboration with our AML team, amongst others. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

You will mainly be responsible for performing proactive RG reviews followed by inbound or outbound contact with relevant customers, by telephone or other electronic means, in order to address potential Safer Gambling or Affordability concerns.

You’ll be responsible for handling sensitive customer information and dealing with potentially vulnerable customers in a calm, professional and empathetic manner.

Key responsibilities

Main:

• Contacting customers to address any potential Safer Gambling or Affordability concerns.
• Performing RG reviews
• Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds clarifications/evidence.
• Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner.
• Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a clearly documented audit trail of decision making.
• Handle sensitive information in line with data privacy requirements.

Occasional:

• Share best practice with colleagues and provide ideas to improve processes.