Responsible Gambling Specialist

External

Myhcm · Cape Town, South Africa

Full-timeOn-siteToday

ComplianceExcelSAFe

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About the role

We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands. At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We're empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who we're looking for We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary. Why we need you We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision. As a Responsible Gambling Specialist, you'll be supporting the delivery of our Customer Interaction Programme, as well as all tasks covering, assisting and protecting our customers to ensure they are gambling responsibly. This will help us excel at creating a safe environment for our customers to stay ahead of the game.

Responsibilities

As part of your role, your responsibilities will include:

Conducting account reviews to determine whether a Customer Interaction Programme (CIP intervention is required, and which level of intervention based on a thorough review.

Performing appropriate actions on accounts that support Responsible Gambling (RG).

Conducting follow up calls to customers who contact the Customer Call Centre (CSC) threatening suicide or self-harm.

Completing all RG-related inbound emails received from customers and taking the relevant action.

Reviewing RG tasks conducted by the CSC when required and assessing and where necessary.

Provide compliance and Responsible Gambling (RG) process direction and assistance to the CSC.

Informing the RG Team Lead (TL) of any higher-level interventions.

Liaising with the RG Service Manager and the Customer Care Operations Manager when needed.

Actioning ad-hoc escalations and queries.

Reviewing self-exclusion removal requests and executing in line with process.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you'll bring to the table

The necessary skills that we require for this role include:

Minimum 12 months working experience in a role that equips you with sound knowledge of the Responsible Gambling Policy and Procedures or previous experience in Risk or Fraud

Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively

Ability to identify, analyse and conclude behaviour outside of the normal.

Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals

Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope

Exceptional attention to detail, ensuring high standards of quality in all outputs

Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

Must be self-motivated and pro-active with impeccable problem-solving skills.

Ability to identify, analyse and conclude behaviour outside of the normal.

Desirable skills you've got up your sleeve

It would be great if you also have some of the following skills:

In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends

A degree or diploma in behavioural science, legal or regulatory compliance.

Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations

Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards

Experience in developing and executing customer retention strategies

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

Adaptability

Ownership and accountability

Initiating action

Resilience

Team orientation

Integrity

Innovation

What you'll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

We're dedicated to your supergrowth. Our comprehen

Responsible Gambling Specialist

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