Player Protection Executive (Nights Shift)

This is a night-shift role, with shifts scheduled between 18:00 and 05:00.

As a Player Protection Executive, you will be first line protection for our interactive business. You will be using your analytic skills and harnessing the tools and techniques available to the you to protect our customers. You’ll be expected to interact with our customers and use open-source information to develop a well-rounded view of individual customers' activity and background to support in moment Safer Gambling, Affordability reviews as well as regular review of business relationships. 

You will be responsible for ensuring that high-value digital customers are investigated and managed in relation to current legislative requirements under the Proceeds of Crime Act. Your role is also accountable for upholding Player Protection practices to help reduce the likelihood of problem gambling amongst vulnerable customers and reduce any associated gambling harms our customer base may experience.

As a licensed gaming company, we are accountable to ensure we uphold the three licensing objectives of the Gambling Act:

• Keep gambling crime free
• Ensure the provision of fair, open and honest gambling products and services
• Protect the young and the vulnerable

Main Accountabilities & Responsibilities:

• Support the Player Protection manager in matters relating to safer gambling, verification checks and anti-money laundering
• Using various techniques (both open source & direct customer interactions), to analyse individual customers activity and background to support regular management review of business relationships.
• Using various techniques (open source, transaction and gameplay analysis & direct customer interactions), to Identify, Act and Evaluate customer individual activity to which will result in a decision inline with the LCCP interaction guidance.
• Identify customers whose play/activity may give rise to concern that they have problem gambling issues
• Identify customers who maybe playing with illicit funds or engaged in money laundering
• Use data and information to support identification of customers that maybe of concern
• Analyse 'at risk’ customers to ascertain their source of funding - extending to both digital and retail spend where appropriate
• Liaise and consult with the Player Protection Manager regarding individual cases and higher risk customers
• Make recommendations to the Player Protection Manager regarding account management for 'at risk’ customers
• Consult and liaise with colleagues to ensure best practice across the team and with customers
• Collaborate with digital and retail stakeholders and High Value Customer team as required for high value or cross-channel customers
• Prepare and produce high quality reports and documentation as needed for the Player Protection Manager and stakeholders
• Keep up to date with relevant legislation and requirements within the gambling industry

Experience & Qualifications:

• Able to deliver high quality customer service
• Excellent oral, written and communication skills 
• Able to assess and present risk assessments
• Experience of holding difficult conversations with Customers
• Able to work with several stakeholders across the business to discuss customer histories, deliver reinstatement decisions and implement groupwide barrings
• Attention to detail and ability to quickly review and assess information
• A clear understanding of Safer Gambling in line with the UKGC Licensing terms
• Self-motivated, keen eye for detail, accurate and precise, can work alone or as part of a wider virtual team
• Experience of the online gambling industry are desirable but not essential as training will be provided
• Computer Literate