Responsible Gambling Specialist

This role is for a Responsible Gambling Specialist who will be supporting the delivery of the Customer Interaction Programme and all tasks related to assisting and protecting customers to ensure they gamble responsibly. The aim is to create a safe environment for customers. This position requires trust and honesty as it involves access to customers' financial details.

• Conducting account reviews to determine whether a Customer Interaction Programme (CIP intervention is required, and which level of intervention based on a thorough review.
• Performing appropriate actions on accounts that support Responsible Gambling (RG).
• Conducting follow up calls to customers who contact the Customer Call Centre (CSC) threatening suicide or self-harm.
• Completing all RG-related inbound emails received from customers and taking the relevant action.
• Reviewing RG tasks conducted by the CSC when required and assessing and where necessary.
• Provide compliance and Responsible Gambling (RG) process direction and assistance to the CSC.
• Informing the RG Team Lead (TL) of any higher-level interventions.
• Liaising with the RG Service Manager and the Customer Care Operations Manager when needed.
• Actioning ad-hoc escalations and queries.
• Reviewing self-exclusion removal requests and executing in line with process.

• Minimum 12 months working experience in a role that equips you with sound knowledge of the Responsible Gambling Policy and Procedures. (required)
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required)
• Ability to identify, analyse and conclude behaviour outside of the normal. (required)
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required)
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (required)
• Exceptional attention to detail, ensuring high standards of quality in all outputs (required)
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required)
• Must be self-motivated and pro-active with impeccable problem-solving skills. (required)
• Ability to identify, analyse and conclude behaviour outside of the normal. (required)
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (preferred)
• A degree or diploma in behavioural science, legal or regulatory compliance. (preferred)
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (preferred)
• Previous experience in Risk & Fraud (preferred)
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (preferred)
• Experience in developing and executing customer retention strategies (preferred)

• Comprehensive learning and development programmes
• Innovative Performance Tool for regular, constructive feedback
• Employee Assistance programme
• Free Massages On-site
• Free On-Site Gym
• Group Life Cover
• Funeral Fund Benefit
• Financial Services Assistance
• Employee Assistance Programme
• Curro School Fees Benefit
• Income Continuation Benefit
• Leadership Training
• Referral Bonus
• Medical Aid Subsidy
• Free Sleep Coaching
• On-site Barista
• Retirement Annuity Subsidy
• Team buildings