Customer Protection Contact Center Specialist

4 semanas atrás

Lisboa, Lisboa, Portugal Entain Tempo inteiro
Role Summary

We are seeking a highly skilled Customer Protection Contact Center Specialist to join our team at Entain. As a key member of our Legal and RG International team, you will play a crucial role in conducting detailed investigations of international customers to detect potential vulnerable gamblers.

You will be responsible for contacting customers via telephone or other electronic means to address potential Safer Gambling or Affordability concerns. Your primary goal will be to ensure that customers can legitimately support their levels of play and are protected from gambling harm.

Key Responsibilities
  • Contacting customers to address potential Safer Gambling or Affordability concerns.
  • Delivering outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds clarifications/evidence.
  • Using judgement and analysis to evaluate customer responses and apply appropriate controls to mitigate risk in a timely manner.
  • Ensuring all necessary actions are taken, such as loss limits, deposit limits, account closure, and maintaining a clearly documented audit trail of decision making.
  • Handling sensitive information in line with data privacy requirements.
Requirements

To succeed in this role, you will need:

  • Excellent written and verbal Dutch skills.
  • A business-level understanding of English.
  • The ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry.
  • An understanding of Responsible Gambling tools and policy requirements.
  • A proven track record of delivering high-quality work in a fast-paced, challenging environment.
  • Practical application of policy directives.
Desirable Qualifications

Prior experience in a Call Center environment would be advantageous, as would evidence of sound judgement and analysis to identify potentially vulnerable customers.

About Us

At Entain, we are committed to creating a diverse, equitable, and inclusive culture where our people feel valued, respected, and celebrated. We believe in the importance of diversity and equal opportunities and strive to create an environment where everyone can thrive.

We take pride in being a global employer, committed to providing a safe, fun, and inclusive culture where our people can do their best work. Our diverse internal networks provide the support for employees to express their views and make a positive difference.

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