Customer Protection Contact Center Analyst - Dutch and English MFD Lisbon
Customer Protection Contact Center Analyst - Dutch and English MFD Lisbon
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Job Description
The Legal and RG International team within Customer Services is responsible for conducting detailed investigations of International customers to detect potential vulnerable gamblers and working in close collaboration with the AML team. Investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.
You will mainly be responsible for outbound (potentially inbound) contact of customers by telephone or other electronic means in order to address potential Safer Gambling or Affordability concerns.
Youll be responsible for handling sensitive customer information and dealing with potentially vulnerable customers in a calm professional and empathetic manner.
Key responsibilities
Main:
Contacting customers to address any potential Safer Gambling or Affordability concerns.
Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds clarifications/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 clearly documented audit trail of decision making.
Handle sensitive information in line with data privacy requirements.
Occasional:
Share best practice with colleagues and provide ideas to improve processes.
Qualifications :
Specialist skills and experience
Essentail:
Excellent written and verbal Dutch.
Business level of English is required.
Ability to communicate sensitively and calmly particularly with customers who may be distressed or angry.
Understanding of Responsible Gambling tools and policy requirements
Proven track record in delivering high quality work in a fastpaced challenging environment.
Practical application of policy directives.
Desired:
Previous experience in a Call Center environment.
Evidence of sound judgement and analysis to identify potentially vulnerable customers.
Competencies/behaviours
Selfmotivated organized and highly efficient personality.
Must be detail orientated and analytical.
Ability to examine problems and strategize for solutions.
Additional Information :
Diversity and equal opportunities:
As a global employer Entain is committed to providing a safe fun and inclusive culture where our people feel like they truly belong. We are a multicultural business that values celebrates and respects individual differences so whatever your sexuality gender gender identity ability age race religion or belief you will have a voice here and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference all for the good of entertainment.
At Entain we do whats right. Its one of our core values and thats why were 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.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
