Key Duties/Responsibilities: 

• Conducting Safer Gambling customer interactions via live chat in accordance with regulatory requirements and internal procedures.
• Assessing customer behaviour and responding appropriately during sensitive conversations, including recognising when situations require escalation.
• Applying licence-specific Safer Gambling and AML procedures accurately and consistently.
• Reviewing customer accounts and relevant information using multiple internal systems.
• Making informed decisions based on available information while recognising when further guidance or escalation is required.
• Recording clear, accurate, and comprehensive case notes.
• Following internal procedures and regulatory requirements across multiple jurisdictions.
• Supporting ongoing improvements by adapting quickly to new processes, regulatory changes, and operational requirements.
• Working collaboratively with colleagues across Compliance, Customer Operations, Payments, and other departments.

Key Skills/Experience: 

• A university degree in a relevant field, such as Psychology, Law, Business Administration, Economics, or a related discipline, will be considered an advantage but is not essential.
• Previous experience in Anti-Money Laundering (AML), Responsible Gambling, or Back Office operations will be considered an advantage but is not required.
• Ability to quickly learn new concepts, processes, and systems.
• Strong critical thinking, problem-solving, analytical, and decision-making skills, with sound judgement and a willingness to learn.
• Ability to make confident, well-reasoned decisions based on written policies, procedures, and available information.
• Comfortable working in a dynamic environment where processes and procedures continue to evolve.
• Excellent reading comprehension with exceptional attention to detail.
• Strong communication and interpersonal skills, with the ability to interact professionally and empathetically, particularly during sensitive customer interactions.
• Proactive, accountable, and able to take ownership of tasks while recognising when to seek guidance or escalate matters appropriately.
• Excellent organisational and time management skills, with the ability to prioritise effectively and manage multiple tasks simultaneously.
• High level of integrity, professionalism, and trustworthiness in handling confidential and sensitive information.

Key Benefits: 

• Excellent work environment.
• Attractive salary package.
• Monetary vouchers on Birthdays and other special occasions.
• Possibilities to enrol in Company's pension plan.
• Possibilities to enrol in Company's medical insurance plan.
• Exciting company activities including monthly lunches, corporate gatherings, an intercompany football team, competitions, and many other activities.
• A chance to advance professionally inside one of the world's largest iGaming organisations.

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