Customer Protection Analyst

2 weeks 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. Our mission is to revolutionize the gambling industry while prioritizing sustainability and growth for our players, ourselves, and the broader entertainment sector.

Customer Protection: A Core Value

Our Customer Protection Contact Centre (CPCC) and Customer Due Diligence (CDD) teams work hand-in-hand within the Operations Department of Customer Services to ensure the safety and well-being of our customers.

CDD's Role: Safeguarding Customers Through Investigations

The CDD team conducts in-depth investigations into UK Digital/Multi Channel customers to identify potential money laundering risks and vulnerable gamblers. These investigations are crucial for verifying customer legitimacy, ensuring they can responsibly support their gambling activities, and protecting them from potential harm.

CPCC: Providing Support and Guidance

The CPCC team handles inbound and outbound customer communications via phone or electronic means to address concerns related to Safer Gambling, affordability, and financial crime.

Your Role as a Senior Customer Protection Analyst

  • Collaboration and Compliance: Contribute to the team's success by upholding compliance standards, delivering exceptional customer service, and collaborating effectively with other CDD Operations and UK Digital department members.
  • Mentorship and Training: Identify development needs within the team and deliver training programs for new or less experienced analysts, ensuring consistent quality across all interactions.
  • Operational Excellence: Work flexible shifts to ensure 24/7 coverage and meet key performance indicators (KPIs) such as call volume, average handling time, and quality measures.
  • Expert Guidance: Act as a point of referral for complex cases and escalations, providing guidance and support to colleagues while maintaining a high level of professionalism.
  • Documentation and Process Improvement: Ensure all outcomes are meticulously documented and auditable. Continuously review and optimize processes to enhance efficiency, compliance, and the utilization of available technology.

Your Qualifications:

  • Excellent written and verbal English communication skills.
  • Ability to communicate sensitively and calmly, particularly with customers who may be distressed or upset.
  • Proven experience handling sensitive, confidential customer information.
  • Thorough understanding of Safer Gambling and Anti-Money Laundering (AML) policy requirements.
  • Solid knowledge of Safer Gambling customer tools and resources.
  • Demonstrated track record of delivering high-quality work in a fast-paced, demanding environment.
  • Experience serving as a point of referral for complex escalations and inquiries.

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