The role
The mission of Player Sustainability is to promote a companywide “Build on Trust” and Sustainability priority culture and to ensure Kindred Group proactively designs and runs its operations on the basis of the mandatory requirements and standards to create a safe user experience and a reputable business, thereby generating sustainable recurring net revenue.

You will be part of a team of experts who identify and action on concerning behavior with the aim of ensuring a sustainable customer base. You will develop the skills and expertise to ensure all cases are handled with high quality and in accordance with market regulations.

What you will do

• Identify and action customer compliance risk, and 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, and take appropriate action to ensure that the customer maintains a sustainable level of spending
•  Investigate customers detected on our RG and AML models, and take appropriate actions as per established processes – escalating to relevant Governance teams when appropriate 
• Ensure you are aware of any regulatory or market changes affecting your function, and that any casework is handled in compliance with regulatory standards and requirements 
• Liaise with external teams (i.e. Customer Service) and professionally handle all escalations, ensuring we minimize contacts, empower CS agents and strive for first contact resolution
• Challenge established processes and drive initiatives to improve ways of working
• Provide training and support to new starters in the team or members from other teams/departments when necessary
• Ensure you are fully up-to-speed on what the other teams in the department are doing and be ready to complement their work in your day-to-day investigations
• Constantly embrace the team objectives and work on your personalized goals on a quarterly basis
• Perform ad-hoc tasks as required by management
• Working hours 8:00am - 16:00pm any 5 days per week, Monday to Sunday

 
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 igaming industry as a whole
• Keen to share knowledge and help others grow
• Team player
• Reliable and self-motivated
• Leads by example