Customer Protection Specialist
1 semana atrás
We are seeking an experienced Customer Protection Specialist to join our team in Portugal. This role will be responsible for conducting detailed investigations of International customers to detect potential vulnerable gamblers and working in close collaboration with the AML team.
The Legal and RG International team within Customer Services is committed to ensuring that all customers can legitimately support their levels of play and are protected from gambling harm.
This position will involve contacting customers by telephone or other electronic means, in order to address potential Safer Gambling or Affordability concerns.
Key Responsibilities:
- Contacting customers to address any potential Safer Gambling or Affordability concerns.
- Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds clarifications/evidence.
- Use judgement and analysis to evaluate customer responses and apply any appropriate controls to mitigate the risk in a timely manner.
- Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a clearly documented audit trail of decision making.
Additional responsibilities include sharing best practice with colleagues and providing ideas to improve processes.
Required Skills and QualificationsTo be successful in this role, you will need:
- Excellent written and verbal communication skills in Dutch.
- A business level of English is required.
- 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 in delivering high quality work in a fast-paced, challenging environment.
Preferred qualifications include previous experience in a Call Center environment and evidence of sound judgement and analysis to identify potentially vulnerable customers.
Competencies / BehavioursWe are looking for someone who is self-motivated, organized, and highly efficient, with the ability to examine problems and strategize for solutions.
The estimated salary for this position is approximately €45,000-€60,000 per annum, depending on experience and location. We offer a range of benefits including competitive compensation, career development opportunities, and a supportive work environment.
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