- Role holders will need to show a high level of adaptability to different products and be able to acclimatize to varying communication channels (such as Phone, Live Chat, Email).
- Risk reviewing customer accounts that trigger SG reports/metrics.
- Contacting customers via Phone, Chat and/or Email to conduct Safer Gambling Interactions (SGIs).
- Completing follow up process to ensure SGIs are complete within SG Operations and our wider stakeholders.
- Managing customer escalations from Customer Support/Relationship Management Teams.
- Reviewing accounts that have been escalated from other risk teams including AML.
- Carrying out customer profiling and transactional analysis on customer accounts reviewing relevant documentation as part of a risk assessment.
- Other BAU daily SG operations tasks.
- Experience in a customer facing role
- Working knowledge of Paddy Power Betfair suite of products
- An understanding of current SG processes
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Safer Gambling Operations Analyst - Leeds, United Kingdom - Flutter UK & Ireland
Description
Safer Gambling Operations AnalystSafer Gambling Operations Analyst
Paddy Power Betfair (PPB) require a Safer Gambling (SG) Operations Analyst to help run the dual brand responsibilities of our RG Operations team in our Dublin or Malta office.
The SG Operations Analyst will work with the Safer gambling operations team to help run the Safer Gambling Interaction programme, monitoring, detecting, and interacting with potentially at-risk customers. The role requires someone with strong customer focus, a commitment to customer protection and social responsibility, and an ability to communicate with customers effectively.
What you'll do
This role requires 2 weeks office based training, after which the team work one day a week from the office. Shifts can fall between the hours of 7am and 10pm (UK time)
How you'll do it
About PaddyPower
Work that makes play jealous
Paddy Power has been breaking and re-writing the rules since 1988, from on-track bookmakers to cheeky upstart mischief-makers, to part of the largest betting and gaming technology company in the world.
Although we've grown to the betting behemoth we are today, we've not forgotten our roots. We continue to offer great value and entertainment to our customers and keep them at the heart of what we do.
Our culture of hard work, boldness and an innovative spirit got us to where we are and we take our work seriously, but not ourselves We win by having the best people working well together. Don't pigeon-hole us either – our company is a mix of sports nuts, gaming innovators, perceptive people-people, inspiring leaders... and a very busy legal team.
We've got a growing squad of specialists, and we make the work fun. Sound good? Maybe there's a spot on the team for you
Plus, PaddyPower is part of the Flutter UK & Ireland family – a collection of big-hitting entertainment brands such as Betfair, Sky Betting & Gaming and Tombola.
We're working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.
If you need any adjustments to make this role work for you let us know, and we'll see how we can accommodate them.
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