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Customer Protection Specialist

2 months ago

Nottingham, Nottingham, United Kingdom Customer service NOTTS (Gib) Full time

Entain: A Global Leader in Sports Betting and Gaming Entertainment

We're Entain, a global company dedicated to providing the most exciting and trusted sports betting and gaming entertainment experiences worldwide. We strive to revolutionize the gambling industry through innovation, sustainability, and a commitment to responsible gaming.

Protecting Our Customers: A Shared Responsibility

Our Customer Protection Contact Centre (CPCC) and Customer Due Diligence (CDD) teams work collaboratively within our Operations Department to ensure the safety and well-being of our customers. CDD focuses on conducting thorough investigations of UK Digital/Multi Channel customers to identify potential money laundering risks and vulnerable gamblers. CPCC handles inbound and outbound customer interactions via phone or electronic means, addressing concerns related to Safer Gambling, Affordability, and Financial Crime.

Your Role: A Customer-Centric Approach to Protection

  • Customer Engagement: You will contact customers to discuss potential Safer Gambling, Affordability, or Financial Crime concerns, providing clear and empathetic guidance.
  • Exceptional Service Delivery: Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds evidence.
  • Risk Mitigation: Utilize your judgment and analytical skills to evaluate customer responses and implement appropriate controls to mitigate risks effectively.
  • Documentation & Compliance: Ensure all necessary actions, such as loss limits, deposit limits, account closure, are taken while maintaining a comprehensive audit trail of decision-making processes.
  • Data Privacy: Handle sensitive customer information with the utmost care and in accordance with data privacy regulations.

Your Profile: A Blend of Skills & Empathy

  • Excellent written and verbal English communication skills.
  • Ability to communicate sensitively and calmly, particularly with customers who may be distressed or upset.
  • Experience handling sensitive, confidential customer information.
  • Thorough understanding of Safer Gambling and AML policy requirements.
  • Sound knowledge of Safer Gambling customer tools.
  • Proven track record in delivering high-quality work in a fast-paced environment.