The Responsible Gambling Analyst will play a critical role in promoting responsible gambling and protecting our customers from gambling-related harm. This role involves analysing player behaviour using in-house alert tools and systems, communicating with at-risk customers to assess their risk levels, providing responsible gambling advice, and making decisions regarding account closures when necessary. The ideal candidate will be analytical, detail-oriented, and possess excellent communication skills.
MAIN RESPONSIBILITIES
Analyse Player Behaviour: Utilize KTO's in-house alert tools and systems to monitor and analyse player activity, identifying patterns and behaviours that may indicate potential gambling-related harm.
Risk Assessment: Evaluate data to assess the risk levels of individual players, focusing on early detection of problem gambling behaviours.
Customer Communication: Engage with at-risk customers through various communication channels, including outbound phone calls, emails, and live chats, to understand their gambling behaviours, assess risk levels, and provide personalized responsible gambling advice and support.
Decision-Making: Make informed decisions regarding the implementation of responsible gambling measures, including deposit limits, self-exclusion, temporary suspensions, or permanent account closures, based on the analysis of player behaviour.
Reporting: Document and report any suspicious or high-risk behaviours to the relevant stakeholders, ensuring compliance with internal policies and regulatory requirements.
Collaboration: Work closely with other departments, including customer support, compliance, and fraud prevention teams, to ensure a holistic approach to responsible gambling.
Stay Informed: Keep up-to-date with the latest industry trends, responsible gambling practices, and regulatory requirements to continuously improve KTO's responsible gambling measures.
Training and Awareness: Assist in the development and delivery of responsible gambling training programs for staff, promoting awareness and understanding of responsible gambling issues.
EXPERIENCE & QUALIFICATIONS REQUIRED
Bachelor's degree (studies in progress are considered) in psychology, social work or a related field. Equivalent work experience will also be considered.
Experience in a similar role within the online gambling industry is highly desirable.
Strong analytical skills with the ability to interpret complex data sets.
Excellent communication skills, both written and verbal, with the ability to convey sensitive information in a compassionate and professional manner.
Experience handling sensitive customer interactions, including making outbound phone calls to at-risk individuals.
Knowledge of responsible gambling practices, regulatory frameworks, and industry standards.
Strong decision-making skills with the ability to handle sensitive situations responsibly.
Proficiency in using data analysis tools and software.
High level of integrity and commitment to ethical practices.
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