Job Purpose

• Conducting in depth analysis of customer behaviors and activity.
• Identifying and escalating high risk accounts at the earliest opportunity.
• Prevent and detect multi-accounting
• Responsible Gambling Investigations - Conducting contact with customers to help ensure that they are gambling responsibly. Discussing both customer account behaviors and the facilities we provide to help customers stay in control.  Contact with our customer may be via email, livechat or telephone.
• Affordability Testing
• Performing Enhanced Customer Due Diligence on members in line with AML and CFT requirements when escalated from the Member Support/Operational team
• Resolution of customer queries and requests
• Resolution of any escalated customer queries and requests, escalated from the Member Support/Operational team
• Maintaining proper documentation and record keeping on a timely basis.

Others:

• The Responsible Gambling Officer will also undertake other relevant duties as and when required.

Skills

• Innovative and strategic thinking.
• Well-developed communication skills with the ability to communicate effectively with difficult customers
• Microsoft Office applications (Word, Excel, PowerPoint).
• Sound interpersonal and negotiation skills.

Essential Qualities

• Fluent English communication skills – written and verbal.
• Proactive.
• Ability to work independently and on own initiative but at the same time as part of a team.
• Ability to work unsociable hours covering evening and weekends
• Methodical and well organised.
• Ability to prioritise and multi-task.
• Excellent attention to detail
• Clearly demonstrates a 'can-do' attitude which successfully overcomes barriers.
• Ability to provide accurate information within tight timescales.
• Ethical, high integrity.
• Professional, responsible, and accountable.

Knowledge** **

• Experience working in a responsible gambling, risk, regulation, compliance type role desirable however full training will be provided
• Strong analytical skills along with organisational skills are essential in order to balance workload and meet deadlines.
• Ability to learn and understand, Governance and compliance philosophies, policy, and management practices.
• Ability to learn and take on knowledge of Isle of Man Gambling Supervision Commission and United Kingdom Gambling Commission’s and Jersey Gambling Commission legislation.

Experience

• One year’s relevant experience in a similar Compliance role is preferable but not essential as full training will be provided
• This role may suit an A-level school leaver, who possesses the ability to pick up new tasks and training at pace
• The Responsible Gambling team work under a shift-rota patterns, therefore the candidate must have the ability to cover, as required, evening and weekend working including bank holidays, equivalent to 35 hours per week over 5 days.

• Minimum 5 GCSE’s to include Maths and English at grade C or above.