Customer Protection Analyst

As a Customer Protection Analyst you will ensure that as a business we are protecting customers who have, or could be in the process of developing, gambling problems.
You’ll follow through on all self-exclusion requests through Digital, Retail and Gamstop to make sure all necessary actions are completed in order to prevent at risk customers being able to transact in the future. You’ll also be monitoring alerts for any new accounts created by this customer group.
Main Duties and Responsibilities
Carry out control checks to ensure that the tools and systems we have in place are working as they should. Daily checks validate that our responsible gambling mechanisms continue to function correctly including Self-Exclusion, Timeout, Deposit Limits and Product Blocking
Run checks against customers that have met certain trigger points that may indicate potential gambling problems such as applying numerous timeouts, deposit limit changes and multiple credit card transactions. Identify potential risks and take appropriate action or escalate as needed
Monitoring to validate our Customer Verification and Self-Exclusion processes have been followed correctly. If any gaps identified logs are created and corrective action taken
Monitor all active Self-Exclusions and check for duplicate accounts and log necessary details
Handles live alerts for any sign-ups that are linked to previously self-excluded accounts
Handles Gamstop notifications and any related accounts handled
Requirements
Bachelor's/College Degree holder is an advantage
Minimum of 2 years’ experience working within the same industry, preferably working within William Hill, with clean disciplinary record and excellent quality performance for the last 3 months
Proficient in the use of software applications such as Openbet, Playtech Admin and Iovation
Proficient use of Microsoft Office Applications – Excel and Word
Strong research skills and robust analytical thinking patterns
Highly detail oriented
Advanced judgment with defined policies
Outstanding communication skills
Ability to review handling policies and procedures
Make decisions based on evidence available
Understand the industry's obligations around social responsibility
Flexibility to work in different shifts