Customer Protection Contact Center Analyst - German | Lisbon

Company Description

Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together.

Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of >25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, ourselves and for the good of entertainment. 

 

 



Job Description

The Legal and RG International team within Customer Services is responsible for conducting detailed investigations of International customers to detect potential vulnerable gamblers and working in close collaboration with the AML team. Investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

You will mainly be responsible for outbound (potentially inbound) contact of customers, by telephone or other electronic means, in order to address potential Safer Gambling, or Affordability concerns.

You'll be responsible for handling sensitive customer information and dealing with potentially vulnerable customers in a calm, professional and empathetic manner.
 
Key responsibilities
 
Main:
•    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 the 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.
•    Handle sensitive information in line with data privacy requirements.
 
Occasional:
•    Share best practice with colleagues and provide ideas to improve processes.



Qualifications

Specialist skills and experience
Essentail:
 
•    Excellent written and verbal German.
•    Business level of English is required.
•    Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry. 
•    Understanding of Responsible Gambling tools and policy requirements
•    Proven track record in delivering high quality work in a fast-paced, challenging environment.
•    Practical application of policy directives.

Desired:
•    Previous experience in a Call Center environment.
•    Evidence of sound judgement and analysis to identify potentially vulnerable customers.
 
Competencies/behaviours
•    Self-motivated, organized, and highly efficient personality.
•    Must be detail orientated and analytical.
•    Ability to examine problems and strategize for solutions.
 



Additional Information

Diversity and equal opportunities:
As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.
 

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.