• Review customer accounts and carry out risk assessments against customers that have met certain trigger points, Identify potential risks and take appropriate action • Proactive and reactive contacts by phone, email and live chat to discuss customers patterns or levels of play and discuss the appropriate gambling control mechanisms we offer • Assurance monitoring to validate our Customer Protection processes and systems are functioning correctly. If any gaps identified, logs created and corrective or preventative action taken • Monitor and review Enhanced Due Diligence processes to prevent financial crime and identify any risks associated with transacting with the customer • Handles live alerts and queues, following strict SLA’s • Uses a combination of the available data points and your people skills to help you how to act in the best interest of the customer / business • Keep accurate records of your observations, interactions and actions • Support the company strategy and any regulatory requirements including picking up of any other assigned ad-hoc task that may be required I am a Customer Protection Analyst who will be responsible for protecting potentially vulnerable customers and making sure that customers gamble within their means. I’ll monitor alerts, triggers and reports, review customer activity; taking the decision to act. This may include reminding the customer of our safer gambling mechanisms, placing restrictions on their account and / or having a conversation to discuss their situation in more detail.
