Responsible Gaming Support Analyst
Description
The Responsible Gaming Analyst will support the implementation, monitoring, and continuous improvement of Responsible Gaming (RG) processes, ensuring customer safety, regulatory compliance, and alignment with Betano’s RG standards. This role will act as an operational and analytical function, reviewing RG-related cases, monitoring customer behavior signals, supporting escalations, and collaborating with cross-functional teams such as Customer Support, Compliance, Risk, Product, and external vendors. The analyst will play a key role in identifying potential gambling harm risks and ensuring timely, consistent, and appropriate actions are taken.
Responsibilities
- Analyze customer behavior and communications to identify potential gambling harm and apply appropriate RG actions.
- Review and analyze RG-related customer cases flagged by monitoring tools, internal teams, or vendors.
- Assess risk levels based on customer behavior, communication patterns, and defined RG frameworks.
- Apply RG measures in line with policies (e.g. limits, self-exclusion support).
- Escalate sensitive or high-risk cases accurately and in a timely manner, ensuring customer safety and regulatory compliance.
- Handle high-risk or complex cases according to defined escalation procedures.
- Ensure consistency, accurate documentation, SLA adherence, and contribution to process improvements.
- Document decisions clearly and accurately in internal systems.
- Monitor queues, SLAs, and quality standards.
- Participate in calibrations, audits, and continuous improvement discussions.
- Collaborate with Customer Support, Compliance, and external partners.
Requirements
- 2–4 years in back-office operations or Level 1 roles
- Bachelor’s degree in Psychology, Social Sciences, Law, Business Administration, Data Analysis, or related fields
- Advanced English level (reading, writing, and speaking) mandatory
- Strong analytical and critical thinking skills
- Ability to assess sensitive situations objectively and calmly
- Experience working with case management tools or CRMs
- High attention to detail and strong documentation quality
- Ability to follow policies and structured decision-making frameworks
- Comfort working with sensitive, emotionally charged content
Benefits
- A buddy will support you with your onboarding
- Commuting allowance
- Competitive pay & bonus scheme
- Dental Insurance for you and your dependents
- Developmental 360° feedback framework
- Family Support
- Hybrid way of working
- Life Insurance
- Monthly meal allowance
- Multi-sport card
- Private health insurance for you & your family
- Unlimited access to Udemy & continuous training
