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Customer Protection Contact Centre Analyst

2 months ago

Nottingham, United Kingdom Entain Full time
Job Description

The Customer Due Diligence (CDD) Operations Department within Customer Services is responsible for conducting detailed investigations of  Digital/Multi Channel customers to detect money laundering risks and potential vulnerable gamblers. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

You will be part of the Customer Due Diligence Team,and you will be responsible for inbound and outbound contact with customers, by telephone or other electronic means, to address potential Safer Gambling, Affordability, or Financial Crime concerns. You will be handling sensitive customer information and dealing with potentially vulnerable customers in a calm, professional and empathetic manner.

What you will do 

  • Contacting customers to address any potential Safer Gambling, Affordability or Financial Crime concerns.
  • Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds evidence.
  • Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner.
  • Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure, and maintain a documented audit trail of decision making.
  • Handle sensitive information in line with data privacy requirements.

Qualifications

  • Excellent written and verbal English.
  • Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry.
  • Experience of 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, challenging environment.


Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

  • A regular bonus
  • Healthcare support
  • A stake in our success through our ShareSave scheme
  • Great development opportunities
  • Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.