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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