Safer Gambling Analyst

Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features.

We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

Purpose of Role:

The Safer gambling analyst will be based in Cape Town and will liaise with customers by email or phone to ensure a responsible gaming experience whilst continuously improving our safer gambling operations.

Duties and Responsibilities:

• Analyze risk-scoring alerts to identify potential addictive behavior, contact players who are at risk by phone or email and provide support according to internal policies and procedures in relation to additional checks and self-exclusion reactivations.
• Monitor and review follow-up cases on a daily, weekly and monthly basis.
• Escalate complex cases with recommendations to the Safer Gambling Leadership team to ensure player protection is safeguarded.
• Adopt a solution-focused approach to assist vulnerable players.
• Recommend changes and/or amendments to Safer Gambling operational activities and processes.
• Work closely with the Safer gambling manager to instill a culture of Safer Gambling through promoting awareness throughout the company.

Requirements and Competencies:

• Experience in telephone interactions, ideally in a senior customer service position or responsible gambling.
• Matric with 2+ years of customer service experience, or a completed Degree/Diploma with no experience required.
• Ability to deal with challenging customer interactions by phone and email.
• You are an empathetic individual with the ability to listen effectively and understand others.
• You have a keen willingness to learn and strive to improve business operations whilst prioritizing player protection.
• A team player with a positive mindset and a flexible approach.
• You are an analytical thinker with excellent attention to detail.
• An interest in and understanding of regulation and compliance.
• You enjoy working in a fast-paced, dynamic environment.
• Fluency in English is mandatory.

Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.

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