Customer Protection Contact Center Analyst Dutch and English

Our Customer Protection International team, within our Customer Support function, conducts detailed investigations of International customer activity to detect potential vulnerable gamblers and works in close collaboration with our AML team, amongst others. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

You will be responsible for performing proactive Responsible Gambling (RG) reviews followed by inbound or outbound contact with relevant customers, by telephone or other electronic means, to address potential Safer Gambling or Affordability concerns.

You'll handle sensitive customer information and interact with potentially vulnerable customers in a calm, professional and empathetic manner.

Main responsibilities:

• Contact customers to address any potential Safer Gambling or Affordability concerns.
• Perform RG reviews
• Deliver outstanding customer service while encouraging the use of Safer Gambling tools
• Seek Source of Funds clarifications/evidence where necessary.
• Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk promptly.
• Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a documented audit trail of decision-making.
• Handle sensitive information in line with data privacy requirements.

Occasional:

• Share best practice with colleagues and provide ideas to improve processes.