Responsible Gaming Analyst (Spanish Speaking)

Our client is looking for a Responsible Gaming (RG) Analyst who will be responsible for safeguarding players and the business. The RG Analyst will liaise with customers by email or phone to ensure a responsible gaming experience whilst continuously improving our responsible gaming operation.

Responsibilities:

Analyze risk-scoring reports to identify potential addictive behavior, contact players who are at risk by phone or email, and provide support according to internal policies and procedures in relation to additional checks, self-exclusion, and account blocking
Monitor escalated player registrations to prevent and avoid underage gambling
Monitor escalated self-excluded players to assess risk and refund, eligible players
Monitor and review follow-up case report on a daily, weekly, and monthly basis
Escalate complex cases with recommendations to senior management to ensure player protection is safeguarded
Adopt a solution-focused approach to assist vulnerable players
Recommend changes and/or amendments to Responsible Gaming operational activities and processes
Work closely with the Responsible Gaming Manager to instill a culture of Responsible Gaming through promoting awareness, and delivering training as required

Requirements:


A native or fluent Spanish speaker who can also speak and write English fluently
You have a keen interest in the psychology of addiction
Regulatory and compliance knowledge within iGaming is an advantage
You are an empathic individual with an ability to listen effectively and understand others
You have a keen willingness to learn and strive to improve business operations whilst prioritizing player protection
A team player with a positive mindset and a flexible approach
You are an analytical thinker with excellent attention to detail
You enjoy working in a fast-paced, dynamic environment

to be discussed