Responsible Gambling Specialist

Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

Purpose of the Role

The incumbent will be the point of contact for all Responsible Gambling queries, particularly as it relates to the UK, ROW and Ontario Markets; and ensure that all compliance and operational objectives in this regard, are met whilst on shift.

Responsibilities:

• Manage workflow, resources and ensure that queries are dealt with within the guidelines of our Responsible Gambling Policy.
• Handle all Responsible Gambling chats for the various markets and take the appropriate action, in accordance with our internal Policies and Procedures.
• Review and address Survey Responses timeously.
• Assist Language Support and Senior Support Hosts with any Responsible Gambling queries they deal with.
• Provide guidance to Team Leads and Hosts in relation to Responsible Gambling queries.
• Manage Slack and provide assistance relating to responsible gambling queries to Licencees as well as our extended team in Malta.
• Escalate refund requests/ complaints, as they relate to Responsible Gambling, to the Complaints Team and extended Global Teams.
• Inform the Responsible Gambling Specialist Team Lead of any Responsible Gambling trends/issues that arise.
• Peer to peer assessments.
• Adhoc duties.

Requirements:

• Sound knowledge of the Responsible Gambling Policy, as it relates to the various markets, as well as a keen understanding of the Processes and Procedures as it relates to these markets are imperative.
• Must be self-motivated and pro-active.
• Impeccable problem-solving skills and the ability to work independently and think outside the box.
• Successful candidates will be required to attend compulsory monthly workshops/meetings.

Moonspin is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process