Kindred operates in a highly regulated and increasingly complex market where trust and reputation will play key roles in achieving sustainable growth.

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.

Role Objectives

• Mitigate the risk of fraudulent activity while identifying and actioning concerning customer behaviour with the aim of ensuring a sustainable customer base
• Ensure a good customer experience through the entire de-risking process
• Ensure that the department is operationally compliant in all account handling

Key Responsibilites

• Identify and action compliance risk, fraudulent activity, money laundering, product & bonus abuse and/or any other risk that originates from customer activity
• Act according to documented processes with regards to customer account actioning, document requests and additional checks required
• Reactively and proactively conduct analysis of transactional and customer records to detect and investigate links between customer accounts and known fraudulent activity
• 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
• Process customer withdrawals attentively and in a timely manner, in line with the department agreed SLAs
• Undertake necessary administration work, including dealing with customer correspondence and record-keeping/case management
• 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 Services) and professionally handle all escalations, ensuring we minimize contacts, empower CS agents and strive for first contact resolution
• Work closely with relevant Governance teams to improve processes and establish best practices
• 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

Skills & Experience Required

• Customer-centric decision making
• Excellent written and verbal communication skills in English
• Fluency in the French language is a plus, but not a requirement
• Excellent team player
• Eye for detail
• Strong problem-solving and analytical thinking skills
• Open to giving and receiving constructive feedback
• Strong knowledge of counter-fraud, compliance, and AML
• Keen to share knowledge and help others grow
• Broad knowledge of different markets
• Reliable and self-motivated
• Leads by example
• A strong interest in the gaming industry (sports, gaming, poker, betting) is a plus