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Customer Protection Analyst (Safer Gambling)
Advertising location
Manila
Hours
Shifting
Seniority level
Associate
Workplace policy
Hybrid
Job description

Customer Protection Analyst

As a Customer Protection Analyst you will be responsible for protecting potentially vulnerable customers and making sure that customers gamble within their means.

You’ll monitor alerts, triggers and reports, review customer activity; taking the decision to act. This may include reminding the customer of our safer gambling mechanisms, placing restrictions on their account and / or having a conversation to discuss their situation in more detail. 

What you will be doing:

  • Review customer accounts and carry out risk assessments against customers that have met certain trigger points, Identify potential risks and take appropriate action
  • Proactive and reactive contacts by phone, email and live chat to discuss customers patterns or levels of play and discuss the appropriate gambling control mechanisms we offer
  • Assurance monitoring to validate our Customer Protection processes and systems are functioning correctly. If any gaps identified, logs created and corrective or preventative action taken
  • Monitor and review Enhanced Due Diligence processes to prevent financial crime and identify any risks associated with transacting with the customer
  • Handles live alerts and queues, following strict SLA’s
  • Uses a combination of the available data points and your people skills to help you how to act in the best interest of the customer / business
  • Keep accurate records of your observations, interactions and actions
  • Support the company strategy and any regulatory requirements including picking up of any other assigned ad-hoc task that may be required

Who we are looking for:

  • Excellent command of English
  • Minimum of 2 years relevant work experience, with clean disciplinary record and excellent quality performance. Prior experience working in a Gaming or Sports betting company or knowledge of CDD / Safer Gambling an advantage
  • Proficient in use of Microsoft Office Applications – Excel and Word
  • Attention to detail, strong research skills and robust analytical thinking
  • Outstanding communication skills. The confidence and ability to interact with customers by phone, email and live chat.
  • Knowledge of customer support tools such as Zendesk or LivePerson an advantage
  • Ability to work as part of a team as well as independently, in a fast paced and changing environment.
  • A sensitive and non-judgemental approach
  • Uses initiative, able to make decisions and highlight areas of opportunity
  • Flexibility to work shifts on any 5 from 7 days a week and should be amenable to work onsite 

What we offer:

Our roles offer more than just a job, you’ll become part of the William Hill family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

 

  • Financial: Competitive salary and bonus schemes.
  • Hybrid working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
  • Holiday entitlement: You’ll be entitled to 25 days holiday, plus 8 bank holidays and an extra day for your birthday.
  • Perks and discounts: Discounts at a range of high-street retailers.
  • Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
  • Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.
  • Travel Card: Enjoy access to our Metro Card loan for convenient and money saving commuting.
  • Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits (or a cash alternative).
  • Pension package and life assurance: Safeguarding your financial future and offering peace of mind.

 

More about evoke


We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class experiences. That’s the future. That’s evoke.


At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

 

Apply


At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.


Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.


Apply today to kickstart your application with the evoke Family!


I'm interested