What you will do

• Identify and action concerning customer behaviour with the aim of ensuring a sustainable customer base while reducing friction/maximizing Customer Experience
• Support management with team development and procedural improvement
• Ensure that the department is operationally compliant in all account handling relating to the CCR process
• Identify and action customer compliance risk. Act according to documented processes with regards to account actioning, document requests and additional checks required
• Conduct customer risk assessments, including checks on customers' source of wealth, taking action to ensure that the customer maintains a sustainable level of spend
• Investigate customers detected on our RG/AML models, taking actions as per established processes – escalating to relevant Governance teams when appropriate
• Ensure you are aware of any regulatory or market changes affecting your area, and that any casework is handled in compliance with regulatory standards and requirements
• Act as a constant point of reference for any queries or escalations by any team in Player Sustainability and Malta Operations in general
• Take up the role of a leader when the Team Manager is not present, namely around monitoring of daily tasks, scheduling, decision making etc.
• Support management with developing the knowledge and performance of team members
• Conduct regular quality checks and provide constructive feedback to team members
• Be responsible for arranging/conducting training for new starters and other team members requiring performance improvement
• Continuously search for ways to improve ways of working / operational efficiency
• Ensure any procedural changes or new tasks are onboarded and communicated – conducting training sessions and procedural updates if necessary
• Build strong relationships with external stakeholders, especially senior analysts in other Player Sustainability teams and relevant CS teams
• Constantly embrace the team objectives and work on your personalized goals on a quarterly basis
• Perform ad-hoc tasks as required by management
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role
• Identify and raise any non-compliance incidents promptly to your line manager
• Challenge processes, policies and projects that will negatively impact compliance within the Group
• Complete all mandatory compliance training assigned to you
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear

Your experience

• Customer-centric decision making
• Excellent written and verbal communication skills in English
• Strong problem-solving and analytical thinking skills
• Open to giving and receiving constructive feedback
• Good knowledge of Responsible Gaming, AML, and the i-gaming industry as a whole
• Keen to share knowledge and help others grow
• Team player
• Reliable and self-motivated
• Leads by example
• Experience in a similar role is a plus