Responsible Gaming Team Leader
RecruitGibraltar are currently helping our client who is a market leading egaming company who has a great opportunity for a Responsible Gaming Team Leader to join this high performance team based in Gibraltar. The company is progressive and ambitious, has a policy of promoting from within and has a dedication to professional training and progression.
What is the plan for the Responsible Gaming Team Leader role?
As the Team Leader you will be responsible for ensuring company social responsibility polices and relevant regulatory requirements are maintained. You will have previous Responsible Gambling experience, strong communication skills and excellent organisational skills. You must be a team player who can handle sensitive situations with confidence.
Reporting to the Responsible Gambling Manager, you’ll give strategic input into the Responsible Gambling Program and work closely with the Support team. You will have conversations by phone and email with customers and Compliance support staff. You will constantly strive to improve and refine the profiling of potentially risky behaviour and develop appropriate interventions. Using data and reports, you’ll be able to identify trends and patterns of behaviour with the aim to limit potentially damaging behaviour.
What will you do as a Responsible Gaming Team Leader?
Monitoring the current responsible gaming programs and the effectiveness of such programmes. Recommending policies and procedures to enhance the effectiveness of those programs.
Day-to-day handling of the modelling tool to identify players exhibiting behaviors that may indicate a gambling problem, including activity analysis, basic source of funds/AML checks
Proactively monitor and review players' accounts to identify potential “At Risk/Problem Gamblers” and ensure the appropriate level of interaction is conducted.
Monitoring of various RG processes and procedures with the help of daily reports
Reviewing/amending manuals and existing procedures, as related to RG and compliance.
Handling of escalated/difficult queries and complaints as required to investigate and determine the most appropriate action to take
Work closely with Customer Services, Retail and VIP Teams.
Prioritise incoming messages and workload to meet SLAs for completing cases.
Ensure that all Responsible gambling cases are dealt with in a timely manner in order to provide customers with a quick and efficient dispute resolution service.
Positive approach to challenging and developing the AML/EDD/RG Processes.
What do you know that makes you a great Responsible Gaming Team Leader?
Previous experience in Responsible Gambling is a must with an excellent understanding of RG Indicators & practices
Background in online gambling industry with knowledge of betting/gambling products and their relative potential for causing harm
Good understanding of British Gambling Regulation and relevant provisions for the protection of vulnerable persons
Effective communication skills (verbal and written)
Ability to communicate in a sensitive and calm manner, often when dealing distressed or angry customers
Salary based on experience with bonus & an excellent benefits package.