Customer Protection Analyst German Speaking (m / f / d)

Job Description

The Customer Protection International team, within our wider Customer Services function, is responsible for conducting detailed investigations of International customers to detect potential vulnerable gamblers and works in close collaboration with the AML team. Investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

You will mainly be responsible for performing proactive RG reviews followed by an inbound and outbound contact with qualifying customers, by telephone or other electronic means, in order to address potential Safer Gambling, or Affordability concerns.

You’ll be responsible for handling sensitive customer information and dealing with potentially vulnerable customers in a calm, professional and empathetic manner.

Key responsibilities

Main :

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

Occasional :

Qualifications

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.