Responsible Gaming Officer

Back Ref: VAC-10642 Legal & Compliance Malta

Small but growing iGaming operator based in Malta urgently needs a Responsible Gaming Officer to join their team. Working across multiple markets, this is a role suited to someone that is comfortable working within an high pressure fast passed market.

Reporting into the Head of Compliance you will be relied on for identifying vulnerable players.

Key Responsibilities: 

• Making informed decisions determining appropriate mitigation actions for any risk identified.
• Act as point of contact for escalations for Responsible Gambling cases and complaints.
• Monitor social responsibility triggers (automated and manual) which are activated by player’s activities.
• Use the company’s guideline to apply the adequate social responsibility measures once RG triggers have been activated.
• Recognizes the type of customer who need to be logged and reported to the appropriate level of staff and which may trigger customer interaction at an appropriate moment.
• Identify customers who are demonstrating signs of agitation, distress, intimidation, aggression or other behaviours that may inhibit customer interaction.
• Proactively schedule outbound calls to identified players
• Use of all relevant sources of information to ensure effective decision making and to guide and deliver effective customer interaction.
• Communicate effectively with overlapping departments such as customer service department, fraud, payment protection team, CRM, casino and sportsbook.
• Review internal policies and procedures to ensure that they are compliant with all statutory or legal requirements.

Skills & Qualifications:

• Background in the online gambling industry
• Experience assessing risk and regulatory concerns
• Proven experience in leading/influencing others
• Data analysing and report writing skills
• Understanding of data driven analytics
• Great planning, organizational and analytical skills
• Good understanding of a review/iterate/improve approach

Salary: up to €30,000

Please note I am happy to offer a bespoke service on your behalf.

Catherine Clark